Depot Repair Lead

TELAID INDUSTRIES INC•Norcross, GA

1d•$22 - $24•Onsite

About The Position

The Depot Repair Lead is responsible for managing day-to-day operations concerning the triage and repair of devices, the processing of warranty and RMA orders, and personnel supporting these functions in the Depot Repair. This role provides oversight and guidance to Depot Repair team members, ensuring Depot Repair processes are executed efficiently and accurately. Responsibilities include managing defective inventory, maintaining documentation, identifying process improvements, and mentoring team members to enhance overall department effectiveness.

Requirements

Proficient in Microsoft Excel and Microsoft Outlook
Knowledge of Warranty or RMA processes preferred
Strong attention to detail
Strong organizational skills
Strong written and oral communication skills
Technologically inclined
Work well with others
Willing to work overtime as needed
High School Diploma or equivalent required.
2+ years of supervisory experience
Warehouse, staging, or repair experience preferred
Capable of lifting up to 50 lbs
Ability to read small and fine print

Nice To Haves

Prior knowledge of the telecommunications field is a plus

Responsibilities

Act as an example of Telaid Core values.
Train and direct Depot Repair staff to ensure that all tasks assigned are processed correctly.
Assist in addressing any problem areas in Depot Repair: receiving, triage, warranty, transfers, repair, RMA orders and quality control processes to ensure that all tasks are performed correctly.
Escalate problems when necessary to ensure requests are processed correctly and on time.
Oversee day-to-day depot repair operations and ensure timely processing of Depot Repair tasks, prioritizing based on customer need and SLAs.
Serve as point of contact with manufacturers, warranty providers, and internal teams for issue resolution and process escalation.
Review and validate warranty claims, ensuring compliance with OEM and Telaid standards.
Facilitate creation of outbound warranty orders and coordinate shipping logistics.
Monitor aging warranty tickets, proactively following up to resolve delays and exceptions.
Track and report performance metrics, inventory levels, and warranty trends to supervisors and senior leadership.
Identify opportunities to streamline Depot Repair processes, reduce turnaround times, and improve customer satisfaction.
Provide guidance, mentorship, and training to junior new team members.
Assist in cross-training and workforce planning to maintain coverage and efficiency.
Perform other duties as assigned by management.