Manager - Depot Repair Services

General Function

The Depot Repair Manager oversees the operations of the Depot Repair Center, ensuring the 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.

Essential Duties

• 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 3^rd-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 changing priorities.
• Positive attitude with the ability to "team build" and motivate associates.
• Ability to juggle shifting priorities.
• Strong familiarity with standard IT hardware including pc's, laptops, print devices, servers, storage, mobile and networking devices. Additional certifications in these areas are a plus.
• Project Coordination (PC) and Project Management (PM) skills would be beneficial.
• Familiarity with standard image deployment tools, image deployment methodologies, triage software, data wipe software,
• Previous experience with WAN, LAN, SD-WAN hardware and MDM technologies would be beneficial.
• Excellent communication skills required, both written and oral.
• Strong MS Office knowledge, skills, and abilities.
• Strong customer service skills.
• Strong familiarity with Oracle Fusion Cloud ERP and ServiceNow ITSM.
• P&L management

Physical and Mental Demands

The physical and mental demands described herein are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit, talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment and tools; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. This position may occasionally require lifting and movement of IT devices ranging in weight from 1lb to 75lbs.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors.

Working Conditions

This position is based in a depot repair center and may require occasional travel to other company locations. Standard business work hours are expected, with awareness and flexibility for overtime or weekend work as needed to meet operational demands.

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