Electronic Repair Center Manager
Department: Service - Repair Centre
Employment Type: Permanent - Full Time
Location: United States/Carrollton, TX
Reporting To: VP Operations
Compensation: $90,000 - $105,000 / year
Description:
GLOBAL LEADERS IN CUSTOMER EXPERIENCE AUTOMATIONWith a culture rooted in innovation, Glory's team transforms our customers' businesses every day. Our automation solutions empower retailers, restaurants, and financial institutions to save time, reduce costs, and deliver unparalleled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years and a global leader for more than a decade. This reputation is built on our pioneering software and hardware, combined with our dynamic team. Alongside our technology, it's our people who drive our success.
WHY JOIN US:
Here at Glory, our ambitions are as big as yours. And that's why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That's because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you'll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
ROLE PURPOSE:
The Repair Center Manager is the principle point of contact regarding overall repair management and has the full operational responsibility of the repair center and its daily operation. Must possess management ability and foresight to identify and direct actions in direct support of repairs based on forecast needs. This position has accountability for the safety and well-being of all employees along with the performance of the cost quality and delivery of client projects.
Key Responsibilities:- MAIN RESPONSIBILITIESManage and schedule workload of the repair center; Reviewing scheduling requirements daily and adjusting as required.
- Drive the repair process to ensure the function is both profitable and KPI goals are met.
- Develop and measure metrics applicable to production, monitoring procedure and process to show trending and areas for focus.
- Report metrics to senior management on a monthly basis.
- Sets and measures performance standards to meet service goals of company
- Proactively manage quality; Track and improve overall quality performance of repairs
- Escalate adverse failure rates to VP Service Operations, Supply Chain Manager, Tech Support, and other stakeholders
- Act as primary liaison between the Repair Center and departments throughout the organization
- Approve all quotes for vendor related repair.
- Coordinate with vendors to ensure the timely repair of returned material.
- Analyze statistics and compile accurate reports
- Develop and measure metrics applicable to production, monitoring procedure and process to show trending and areas for focus.
- Sets and measures performance standards to meet service goals of the company.
- Coordinate and expedite the flow of parts, assemblies and material to production area to ensure production schedule commitment are met.
- Develop Repair Center procedures, policies and standards
- Take ownership of customer issues and follow problems through to resolution
- Provide point of escalation for team leaders where required
- Liaison to the field service managers for process issues.
- Manage target stocking levels for repair action
- Monitor source of repair actions, identify constraints, and initiate deliberate actions to drive down Repair Turnaround Time to achieve and exceed desired KPI goals.
- Track and report status of repair actions throughout the repair process.
- Selects and hires employees. Trains and evaluates employees to enhance their performance, personal development, and work. Addresses performance issues and initiates improvements plans in accordance with company policies.
- Prepares or contributes to operating and personnel budgets within area of responsibility. Monitors spending for adherence to budget, recommends variances as necessary.
- Some travel required
The Manager carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This role supervises various roles in Service Logistics.
Other duties as assigned
Skills, Knowledge & ExpertiseREQUIRED EDUCATION AND QUALIFICATIONS
Education Level:
Bachelor's degree (B.A.) in logistics, business administration, or supply chain management preferred and 3 to 5+ years in electronics repair or technical troubleshooting, with 1 to 3+ years in a supervisory or leadership role; or equivalent combination of education and experience.
Qualifications:- REQUIRED SKILLS AND COMPETENCIESExcellent analytical, communication and interpersonal skills
- Training, supervising and appraising staff
- Operating mechanical and IT systemsensuring that quality objectives and delivery deadlines are metdata entry, time management, critical thinking, and leadership.
- Ability to learn company ERP software application
- Ability to make clear, concise, and convincing business presentations and reports that will have high level impact with executive and senior level management.
