Supervisor, Operations

Overview:
At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose.

Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

Manages the day-to-day execution of Zebra’s field repair operations, providing direct oversight and accountability for team productivity, quality, and KPIs. This hybrid role actively leads a team of field technicians while also providing advanced onsite diagnosis, repair, and customer support for Zebra devices and solutions.

Team Oversight:
Manages up to 10 employees/contractors. Directly responsible for hiring, onboarding, training, daily work assignment, and engagement.

Performance Management:
Evaluates subordinate performance, provides coaching, conducts appraisals, and partners with HR on personnel actions (promotions, discipline).

Mentorship:
Acts as an escalation point and assists in training/evaluating Field Service Technicians. Models Zebra's culture and values.

Performance Tracking:
Monitors progress and analyzes operational data (WIP, hold reports) to ensure all customer SLAs and site KPIs are met. Prepares reports for leadership to address performance gaps.

Inventory & Compliance:
Proactively manages parts inventory. Ensures compliance with internal standards, safety regulations, and continuous improvement practices (including 6S and ISO standards).

Cross-Functional Collaboration:

Collaborates with peers across shifts and functions to optimize site performance and supports New Product/Service Introductions (NPI/NSI).

Advanced Diagnostics & Repair:
Evaluates service requests, diagnoses complex issues, and performs physical/mechanical repairs, retrofits, and software updates on Zebra products at customer sites.

Customer Interaction:
Delivers excellent customer service, communicates repair status, and provides comprehensive training to customers on device operation and maintenance.

Complex Escalations:
Assists with complex site surveys, depot repair quality analysis, proof of concepts, and escalated service issues. Maintains accurate logs of repair activities and symptom codes.

Education:

Associate’s degree in a related field or equivalent supervisory experience in a related industry.

Work Experience:

6+ years of experience, including 2–4 years in technical field service/repair and a minimum of 1 year in a team lead or supervisory role.

Technical

Skills:

Intermediate MS Office skills, knowledge of quality/statistical analysis tools, and working knowledge of ISO standards.

Soft Skills:

Effective written/verbal communication, positive customer interaction, and strong problem-solving and decision-making abilities.

Certifications:

A+ (or willingness to complete).

Travel: 75% - 100% local travel within assigned territory. Must have reliable transportation, carry spare parts, and maintain a driving record that meets Zebra’s policies.

Physical:
Must be physically able to climb, bend, kneel, and lift/carry up to 50 lbs. Must be able to work at heights from ladders (up to 10 ft) and operate scissor/boom lifts (up to 60 ft).

Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law.

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