North America Repair Operations Senior Manager

Motorola Solutions•Allen, TX

3d•Hybrid

About The Position

The North America Repair Operations Senior Manager is responsible for the strategic and operational oversight of all Land Mobile Radio (LMR) and Video repair, and service activities across the North American region. This role involves managing a substantial operating budget, directing a geographically diverse team and supplier network, ensuring the achievement of critical repair performance indicators (KPIs), and leading major strategic initiatives. The manager serves as a key escalation point for complex customer issues, policy clarification, and capacity planning. Organizational Scope Customers Supported: Over 3,600 customer accounts. Annual Volume: Approximately 185,000 repairs annually. Labor Management: Direct management of 80 labor staff and oversight of approximately 150 indirect labor staff through outsourced suppliers. Direct Reports: 3 Managers and 3 Individual Contributors

Requirements

Bachelors degree in engineering, supply chain, finance or related fields.
Minimum of 10 years of relevant experience

Responsibilities

Define and manage all key performance indicators (KPIs) for the North America Repair organization, including On Time Delivery (OTD), Backlog, Delinquent Backlog, Turn Around Time (TAT), and Bounce Rate.
Manage repair capacity across all facilities, responding to customer escalations for high-volume needs and addressing constraints related to site capacity and technical training requirements.
Oversee supply chain and materials, including managing inventory levels for repair parts and coordinating orders to maintain operational continuity.
Drive continuous improvement activities to optimize repair processes and site efficiency.
Manage and submit large-scale Purchase Requisitions (PRs) for the outsourced supplier network, covering quarterly service costs, labor, and overhead for sites supporting the North America repair operation.
Oversee supplier performance and address deviations from operational agreements, such as unauthorized "stop receipt" processes.
Hold suppliers accountable for maintaining and repairing consigned test equipment.
Drive suppliers to invest in inventory to improve KPI performance.
Serve as the lead planner for New Product Introduction projects and associated business initiatives.
Direct and collaborate with cross-functional teams on the technical exchange, alignment on qualification criteria for repair processes, and the commissioning/decommissioning of testing equipment.
Manage and resolve escalations from Customer Support Managers (CSMs) and Account Managers regarding repair data, policy, and entitlements (e.g., warranty, standard turn-around times, and programming policy).
Manage the transition of customer-facing support tasks, to enable better customer experience and streamline support.