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Manager, Repair Station
Ref No.: 18-43566
Location: Grand Rapids, Michigan
Position Type:Contract
Skill Type
Skill Type:Engineering
Major purpose:
The Repair Station Manager performs a range of administrative and supervisory responsibilities in the operation and management of regional service facility. Responsibilities include preparation of reports, research, analyses, project management and supervision of assigned staff.
Incumbent may not perform all the responsibilities listed at a specific point in time but will perform all the responsibilities over an extended period of time.
This is a first level supervisory customer support position with the responsibility to perform analyses, manage assigned projects, provide administrative, technical leadership and communicate with customers and internal sources. Incumbents must be knowledgeable of all facets of digital electronics and related software and interfacing capabilities involved in the systems and peripheral hardware. This position requires the incumbent to effectively represent the company to its customers. These responsibilities can have a significant impact on the organization's reputation, costs and sales.

Major functions:
POSITION RESPONSIBILITIES:
Performs a wide range of administrative and supervisory duties including investigation and assessment of new business opportunities, staffing requirements, recruitment and interviewing, and reporting.
Accountable for improving product yields, cost, repair turn around, and on-time delivery. Leads process and test methodologies to prevent defects customer expectations.
Responsible for short and long range strategic initiatives which enhance productivity of inspection, repair, test and procurement of necessary parts.
Responsible to drive continuous improvement in all Repair activities.
Responsible for cost controls, quality and delivery while ensuring integrity of hardware and delivered products while meeting customer requirements.
Ensures factory capacity by anticipating, planning and preparing resources to meet needs of demand and ensures efficient and effective use of facilities infrastructure/ machines and equipment for the company.
Monitors the status of customer equipment sent to regional service facility for repair, modification or service. Provides technical guidance and expertise on difficult procedures. Communicates the status or pricing to customers.
Ensures and provides capability for environmental, health & safety for all in manufacturing areas.
Responds to customer telephone inquiries concerning complex or difficult problems or provides technical support to Service Representatives responding.
Communicates with customers to explain new and renewal service contract coverages, advantages and pricing. May travel to customer sites to assess problems or provide service.
Monitors activities relating to the building of small systems in regional service facility, reporting on program status and providing direction to personnel involved.
Conducts research to determine requirements and costs related to specific requests for Contracts Management or other internal personnel and provides information for development of proposals.
Reviews service reports and time records for accuracy and completeness and traces discrepancies.
Ensures activities at the site are accomplished in compliance with operating and budgetary standards.
Compiles data and prepares periodic and special report relating to on site and in house departmental activity and technical issues, ensuring management awareness of all significant issues. May provide information relating to employee performance.
Communicates with engineering and sales personnel regarding trends or specific customer complaints, recommended enhancements and business opportunities.

ADMINISTRATIVE
Direct managerial responsibility of the Repair Station employees. Provides the leadership and is directly responsible for the Repair Station for the business. Builds a strong team that collaborates well together.
Ensures the equitable treatment of all employees in compliance with company policy and practice.
Maintains open communication with employees by providing timely responses to questions, problems and grievances.
Interviews and hires new employees for the department.
Recommends and/or approves the compensation, promotion, transfer, reclassification and termination of assigned employees.
Trains counsels, disciplines and reviews reporting employee's performance.
Develops and directs programs designed to maximize the utilization of the talents of all assigned personnel.


GENERAL
  • Complies with and enforces all applicable safety rules, regulations, and procedures.
  • Performs all duties in complete compliance with all legal and ethical standards.
  • Maintains the security of classified and/or company proprietary information.
  • Provides necessary information to acquire/upgrade security clearances if required.
  • Remains updated on company policies, practices and procedures and current developments within the professional field through outside training, memberships in professional organizations and self-development activities.

QUALIFICATIONS
  • BS degree in Manufacturing Operations, Mechanical/Electrical engineering, or a related field. An MBA or advanced degree is preferred.
  • Required to have a thorough knowledge in manufacturing and electronics technology with a creative ability to resolve challenging technical issues.
  • 5+ years of experience in the repair and maintenance of digital hardware, software and peripheral equipment.
  • Experience should include customer contact, leadership and reporting skills.
  • A minimum of five (5) years experience managing/supervising employees.
  • Position requires the ability to monitor, expedite and report on departmental activity, operate independently, take action as required, train and effectively communicate with customers and internal personnel.
  • Skilled in change management and organizational effectiveness
  • Effective oral and written communication skills, ability to listen well and communicate effectively with others.
  • Strong presentation and organizational skills; has keen attention to detail.
  • Ability to build and maintain effective relationships based on mutual respect with peers customers and team members.
  • Demonstrated and successful implementation of continuous improvement, Lean techniques, design for Six Sigma, DIMA, and statistical methodologies is a plus.