Depot Repair Services Manager

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The Depot Repair Manager oversees the operations of the Depot Repair Center, ensuring efficient, timely, and cost-effective triage, repair, refurbishment and shipment of IT equipment. This role is responsible for managing a team of technicians, L1 leaders and administrative personnel, and coordinating with other departments, maintaining repair standards, driving positive business outcomes and continuous improvement initiatives.

$72,500.00/yr - $80,000.00/yr

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• Report to work daily according to assigned schedule.
• Adhere to and enforce all security rules and regulations.
• Adhere to and enforce all safety regulations and ensure proper usage of safety equipment.
• Adhere to, and enforce all company policies and procedures including but not limited to: HR policies, department procedures, etc....
• Respond to all e-mails and voicemails within 2 hours.

Position 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 a logical assignment to this position.

• Team Leadership:
  Manage, train, and develop a team of repair technicians, L1 leaders and administrative staff, setting clear performance expectations and fostering a collaborative work environment.
• Operations Management:
  Oversee daily repair and advanced exchange operations, including work scheduling, workflow optimization, and workload balancing to meet and exceed service level agreements (SLAs).
• Quality Assurance:
  Establish and enforce quality control processes to ensure repairs meet manufacturer, company and client standards.
• Inventory Control:
  Monitor and manage inventory of spare parts, tools, and equipment, ensuring sufficient stock for repair activities and minimizing downtime.
• Process Improvement:
  Analyze repair processes and implement improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
• Vendor Relations:
  Coordinate with vendors and suppliers for 3rd-party repair activities, parts procurement and warranty claims.
• Reporting:
  Generate and review operational reports, tracking key performance indicators (KPIs) such as turnaround times, repair quality, technician repair data, vendor repair statistics, and customer satisfaction.
• Compliance:
  Ensure all repair activities comply with safety regulations, company policies, and industry standards.
• Customer Service:
  Address escalated customer satisfaction issues, providing timely resolutions and maintaining positive relationships with internal and external clients.
• Support Sales & Solutions Teams:
  Provide support for processes, times, costs, and product support as requested by solution architects during RFP/RFI/RFQ (simple to complicated proposals).
• P&L Management:
  Proactively track departmental financial performance by providing timely and accurate parts, labor and supplies allocations to supported client account teams, Finance and regional business analysts.

Preferred Knowledge,

Skills And Abilities

• Bachelor’s degree in information technology, Electronics, Engineering, or related field (or equivalent experience).
• Certifications such as CompTIA A+, Network+, or relevant manufacturer certifications.
• Minimum of 5 years’ experience in IT equipment repair, with a minimum 2 years in a leadership, supervisory or managerial role.
• Proven ability to manage teams and drive operational excellence.
• Excellent problem-solving, organizational, and communication skills.
• Experience with inventory management systems and reporting tools.
• Ability to work in a fast-paced, dynamic environment and adapt to…