Senior Service & Repair Manager

Charlotte, North Carolina, United States

As a Senior Service & Repair Manager for US&C, you will lead multiple service and repair functions within the NC41 operation, including repair depot activities, managed services, deployment programs, logistics coordination, and customer support operations. You will be responsible for driving US&C operational excellence, customer satisfaction, quality performance, productivity, and financial results while developing a high-performing team capable of supporting global growth initiatives.

This role requires a strategic leader who can balance daily operational execution with long-term business objectives, ensuring service commitments are achieved while continuously improving safety, quality, delivery, cost, and employee engagement.

• Lead day-to-day service and repair operations across multiple business lines and customer programs.
• Develop and execute operational strategies that support customer service commitments, growth initiatives, and financial objectives.
• Drive standardized processes, operational discipline, and continuous improvement initiatives throughout the organization.
• Ensure effective resource planning, staffing, and capacity management to meet customer demand.

• Ensure achievement of customer Service Level Agreements (SLAs), repair turnaround times, and quality targets.
• Partner with commercial teams and customer-facing organizations to resolve escalations and strengthen customer relationships.
• Drive a customer-first culture focused on responsiveness, quality, and operational excellence.

• Manage operating budgets and cost performance.
• Drive improvements in productivity, repair efficiency, inventory management, freight optimization, and refurbishment programs.
• Lead initiatives to reduce inactive, obsolete, and surplus inventory while improving working capital performance.
• Support achievement of revenue, margin, and operational productivity objectives.

• Champion Lean, Six Sigma, and continuous improvement methodologies.
• Develop KPIs and performance management systems to monitor operational effectiveness.
• Drive corrective actions that improve first-pass yield, reduce service bounce rates, and enhance repair quality.
• Support Design for Service (DFS), New Product Introduction (NPI), and End-of-Service (EOS) planning activities.

• Partner with planning, procurement, logistics, and engineering teams to maintain service continuity.
• Lead efforts to mitigate supply constraints and improve material availability.
• Optimize refurbishment and harvesting strategies to reduce repair costs and improve inventory utilization.
• Lead, coach, and develop supervisors, managers, and frontline employees.
• Build organizational capability through succession planning, talent development, and engagement initiatives.
• Foster an inclusive, accountable, and high-performance culture.
• Ensure compliance with all company policies and procedures.

• Promote a strong culture of safety and environmental responsibility.
• Ensure compliance with regulatory requirements, quality standards, and company operational policies.
• Support site-wide EHS initiatives and continuous improvement efforts.

• Bachelor's degree in Engineering, Supply Chain, Operations Management, Business, or related field.
• 5+ years of progressive leadership experience in service operations, repair operations, manufacturing, supply chain, or related operational environments.
• 5+ years of direct people leadership experience.
• Experience managing operational metrics, budgets, and customer deliverables.
• Demonstrated success leading cross-functional teams and driving operational improvements.

• Experience in electronics repair, depot service, reverse logistics, mobility devices, barcode scanning, printer technologies, or related industries.
• Degree in business, Engineering, or related discipline.
• Lean Manufacturing, Six Sigma Green Belt or Black Belt certification.
• Experience leading multi-shift operations.
• Strong knowledge of ERP, service management, quality systems, and reporting tools.

• Customer SLA Performance (>95%)
• Quality / Service Bounce Performance
• Productivity and Cost Savings Delivery
• Inventory Reduction and Working Capital Improvement
• On-Time Delivery Performance
• Employee Engagement and…