Supervisor - Depot Repair

Pomeroy•Hebron, KY

1d•Onsite

About The Position

This role involves developing and managing a high-performing team, providing operational oversight in functional areas of the Product Services Group to ensure service levels and quality metrics are met, and participating as a member of the management team. The position requires supervising a depot repair team, monitoring ticket flow, assignments, and repair activity, as well as overseeing order processing, inventory management, and timecards. The role also includes talent acquisition, compensation management, and performance management activities.

Requirements

High School diploma or equivalent
Technical certifications relevant to Depot Repair including Comptia A+ and OEM certifications
Knowledge of computer, mobile devices, printers and accessories
Five (5) years of experience diagnosing and repairing personal computer, mobile devices, printers and accessories
Knowledge of Microsoft Office programs (i.e. Excel, Word)
Ability to understand and communicate fluently in English
Capable of responding to ever changing client needs in a team environment with a positive attitude
Ability to maintain low costs while maintaining quality and recognizing the client needs
Reacts well to critical events to meet the needs of the clients
Demonstrates self motivation, initiative and commitment to Depot Repair objectives
Time management and decision making skills

Responsibilities

Perform associate relations activities including associate communications and drive associate engagement.
Perform organizational maintenance activities including associate information management, position management, succession planning, and policy awareness and compliance.
Develop and document operational processes. Communicate processes and ensure all resources are appropriately trained to execute.
Monitor and measure the team's daily metrics and SLA achievements.
Assist management teams in the establishment of formal metrics related to system optimization in a respective department, or in all four of Product Services modules.
Ensure department operations work in accordance with other department processes, ensuring the company's best interests are served over individual department interests.
Lead and participate in departmental and company "theme" sponsored activities. Help in the selection of the themes, as well as being fully engaged in the creation of the events related to the chosen themes.
Supervise a high performing Depot repair team (attendance, productivity, escalations).
Monitor ticket flow, ticket assignments, Service Level Agreements, and repair activity via ServiceNow.
Monitor order processing, inventory management, timecards, and other items via Oracle.
Work closely with the Administrative Team on daily operations, escalations, questions, and concerns.
Perform talent acquisition activities including employee requisition, employee acquisition, employee on-boarding and employee transition.
Perform associate compensation management activities including role compensation management, associate compensation management and budget management.
Perform associate performance management activities including continuous performance management, annual performance appraisals and administer associate training and development programs.