Supervisor - Depot Repair

Core Function:

There are three (3) primary job functions:

1. Develop and manage a high performing team while keeping them fully engaged
2. Provide operational oversight in one or more functional areas of the Product Services Group ensuring service levels and quality metrics are met
3. Participate as a member of the management team.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• 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.

Supervisory Responsibilities:

• 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.

Minimum Knowledge, Skills and Abilities Required:

• 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

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

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