Repairs Lead

Brief Description

Job Summary

The Technical Services Repair Team Lead is responsible for oversight of a team of six to ten Computer Technicians who focus on the full cycle of computer repairs including repairs, intake, and quality assurance. This position is on-site, Monday through Friday (typical business days).

Supervisor Duties

• 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
  
  

Essential Functions

• 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 Technical Services Supervisor
• Perform other duties as assigned by the Technical Services Supervisor
  
  

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

• Be Better.
• Carry Passion.
• Keep Dreaming.
• Give Forward.
• Stay 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
  
  

Physical 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