Supervisor - Server Repair Dept. VII

SMS INFOCOMM CORPORATION•Grapevine, TX

2d•Onsite

About The Position

This role involves supervising a team of repair technicians within the Server Repair Department. The supervisor is responsible for hiring, training, and managing the team's performance to meet key performance indicators (KPIs) such as repair turnaround time, first-time fix rate, and parts usage per repair. The position requires developing and implementing processes to meet service level agreements (SLAs), creating standard operating procedures (SOPs) in accordance with ISO 9001-2008, and driving continuous internal process improvement to enhance customer satisfaction and productivity. The role also includes data analysis, communication, issue resolution, and prevention, as well as managing inventory and ensuring efficient warehouse operations.

Requirements

BA in Computer Science or related field is required.
Minimum of 3-5 years work related supervision experience in PC related system repair service industry.
Must be fluent in speaking/writing in English.
Requires excellent communication skills and a professional attitude in dealing directly with customers.
Needs ability to generate management reports in Excel, ISO experience to create SOP work instructions and procedures in Word.
Ability to work independently with minimal supervision.
Must have excellent verbal and written communication skills.
Must be detailed oriented.
Requires strong leadership and team building skills.
Required ability to adapt to new processes and/or be flexible to changings tasks/assignments.

Nice To Haves

Spanish speaking is a plus.
Lean manufacturing - 5S procedures experience is a plus.

Responsibilities

Hires and trains new employees.
Organizes and oversees the schedules and work of assigned Team.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Combines the talents of employees under your supervision to accomplish the objectives of the repair depot such as repair turnaround time, first time fix rate, parts used per repair and repair KPI achievement rate.
Develop processes based on customers requirement to achieve the service level agreement (SLA).
Prepare standard operation procedures and work instructions by following ISO 9001-2008 format.
Perform continuous internal process improvement to increase customer satisfaction and productivity.
Supervise a team of repair technicians.
Review and evaluate daily KPI and customer SLA requirements.
Present corrective and preventive actions to maintain superior service quality and continuous improvement.
Complete all projects assigned by Managers within the required timeframe.
Recruit qualified repair technicians and set up adequate training based on approved work instructions.
Monitor individual process execution after training.
Conduct periodic inventory audits in department repair center and reconcile physical counts.
Maintain and develop record keeping procedures.
Manage appropriate department training records in accordance with applicable regulations, policies, and ISO standards.
Aids department manager in the development of KPI goals and objectives for the department; recommends, implements and administers methods and procedures to enhance operations.
Aids other department supervisors to ensure smooth inter-department processes and procedures.
Ensures daily housekeeping along with workstation equipment layout, energy conservation is followed thoroughly.
Assist in maintaining great team work and high moral environment.
Implements warehouse efficiencies and cost reduction programs to assist the company in making better merchandise flow decisions by conducting thorough analysis on key areas which are causing product and delivery issues.
Builds and maintains a work environment that is positive and is supported by open feedback and two-way communication at all levels.
Responsible for maintaining a positive work environment while supporting the company’s culture.
Responsible for fostering a healthy and safe work environment, focusing on the well-being of all associates.
Maintains and strengthens internal, external customer, and supplier relationships.
Communicates and works well with all business partners.
Manages inventory and allocation to flow through the warehouse in the most cost efficient and productive manner.