Repair Operations Supervisor
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Job Description
Repair Operations Supervisor managing laptop repair operations and technicians at CDW. Ensuring quality and efficiency in repair processes while fostering a collaborative team environment.
Responsibilities:
- Coach and develop laptop repair technicians: Provide guidance, training, and support to help technicians improve their technical skills and maintain adherence to established repair standards.
- Oversee troubleshooting and repair activities: Supervise the team’s problem-solving efforts, ensuring complex hardware issues are resolved efficiently and challenging repairs are completed successfully.
- Monitor repair performance: Track and review the quality and timeliness of repairs performed by technicians, ensuring consistent delivery of excellent service across all laptop models.
- Develop and implement technical processes: Lead the team in creating and refining procedures that enhance the efficiency and effectiveness of laptop repair operations.
- Manage team projects: Coordinate and prioritize tasks, allocate resources, and oversee workloads to ensure successful completion of technical projects within deadlines and budget.
- Serve as an escalation point for special requests and exceptions.
- Facilitate cross-team collaboration: Work closely with other groups within CDW to support technical services, aligning team efforts with organizational goals and operational requirements.
- Oversee training initiatives for technicians and support staff, ensuring the team meets and exceeds key performance indicators (KPIs).
Requirements:
- Previous experience managing a team of computer technicians or working in a similar IT supervisory role
- Expertise in diagnosing and resolving complex hardware issues, with the ability to support and guide technicians through challenging repairs
- Strong written and verbal communication skills for effective team leadership and collaboration
- Exceptional attention to detail to maintain high repair standards and quality control
- Advanced analytical and problem-solving abilities to address technical and operational challenges
- Excellent time management and organizational skills, with the ability to prioritize and delegate tasks effectively among technicians
Benefits:
- Annual bonus target of 5% subject to terms and conditions of plan.
- CDW is committed to being an AI-fluent organization.
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