Repairs Lead

Description

The Repairs Lead is responsible for oversight of a team of Operation Associates who focus on the full cycle of computer repairs including repairs, intake, and quality assurance.

What We Offer

• Competitive salary
• 401(k) with generous company match and immediate vesting
• Medical, Dental, Vision & Voluntary Benefits
• Company-paid Short-Term Disability, Long-Term Disability, and Life Insurance
• Non-Accrued Paid Time Off (PTO) policy providing flexibility and work-life balance
• 80 hours of paid Sick Time annually
• 10 paid holidays per year
• 96 paid volunteer hours annually to support causes you care about
• $1,000 annual Development Reimbursement for continued learning and growth
• Paid Parental Leave to support growing families
• Award-winning workplace culture and supportive team environment
• Opportunities for growth and recognition in a mission-driven organization
• Employee discounts and additional voluntary benefits including pet insurance, legal insurance, and more

Essential Functions

• Hire, train and develop team members towards successful performance in their roles
• Evaluate employee performance and provide feedback
• Create and monitor schedules and work times including approving and managing time cards
• Resolve employee issues and disputes, partnering with the P+C team when necessary
• Research and propose new processes or projects for the team, implementing upon approval
• Complete and guide teammates through computer repair process, cleaning, removing, and replacing parts using provided tools
• Complete and guide teammates through troubleshooting device issues using customer notes and a full diagnosis to identify source of error, assigning repair grade based on the problems
• Complete and guide teammates through quality assurance review of all completed repairs, ensuring technology is working to customer and Vivacity expectations
• Return devices that do not meet Vivacity expectations to the designated individual, explaining the issues that occurred and how to prevent them
• Prepare serviced products for shipment, creating boxes and packing to ensure safe and timely delivery
• Support other Technical Services Teams when needed
• Communicate team supply needs for parts and tools necessary to complete repairs
• Cross train teammates in Production to assist as business dictates
• Present relevant work updates and repair data to the Site Manager
• Perform other duties as assigned by the Site Manager

Requirements

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills
• Expert technical skills with the ability to assist and train others
• Excellent supervisory and interpersonal skills
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Extremely proficient with necessary system applications with ability to learn new or updated software

Values

• Carry passion.
• Desire excellence.
• Keep dreaming.
• Build community.
• Be Vivacious.

Education & Experience

• Minimum two years relevant experience required
• Associate’s degree or equivalent combination of education and experience preferred
• Prior supervisory experience preferred
• Certifications, or the ability to obtain, required
• HP, Lenovo, Asus, Acer, Dell, and/or Apple Certification

Additional Requirements

• Prolonged periods of sitting or standing as needed to complete repairs
• Ability to work within a high level of noise and some dust
• Ability to lift up to 50 pounds in accordance with product inventory
• Ability to utilize required toolkit as necessary for repairs