IT firm Mobile, Alabama, is looking for a Service Team Supervisor for IT Repairs. The supervisor will oversee the daily operations of the IT repair team, focusing on the repair and maintenance of laptops. This role ensures that all repairs are performed efficiently, accurately, and in a timely manner while maintaining high standards of customer service. The Supervisor will lead and mentor a team of technicians, manage workflow, and ensure compliance with company policies and procedures.
Key Responsibilities:
Team Leadership and Supervision:
Supervise a team of IT technicians responsible for repairing laptops and desktops.
Assign tasks, manage schedules, and monitor performance to ensure efficiency and productivity.
Provide training, mentorship, and performance feedback to team members.
Foster a positive and collaborative work environment.
Repair and Maintenance:
Oversee the repair and maintenance processes for laptops and desktops.
Ensure all repairs are completed accurately and meet quality standards.
Troubleshoot complex technical issues and guide technicians.
Maintain up-to-date knowledge of industry standards and technological advancements.
Customer Service:
Ensure high levels of customer satisfaction by maintaining excellent service standards.
Handle escalated customer issues and provide effective resolutions.
Workflow Management:
Manage the workflow and repair queue to ensure timely completion of tasks.
Implement and monitor productivity metrics to optimize performance.
Coordinate with other departments to streamline processes and improve efficiency.
Inventory and Vendor Management:
Monitor inventory levels of repair parts and supplies.
Conduct regular audits to maintain accurate inventory records.
Documentation and Reporting:
Maintain accurate records of repairs, parts used, and technician performance.
Generate regular reports on team performance, repair turnaround times, and customer satisfaction.
Ensure compliance with company policies and procedures.
Problem-Solving Skills:
Demonstrate strong problem-solving abilities to efficiently address and resolve technical and operational issues.
Proactively identify potential problems and implement effective solutions to prevent disruptions.
Ability to Handle Pressure and Meet Deadlines:
Exhibit the ability to handle high-pressure situations and meet deadlines and targets.
Maintain composure and efficiency in a fast-paced environment.
CRM Experience:
Utilize Salesforce or similar CRM systems for ticket management and customer interactions.
Ensure all tickets are logged accurately and resolved promptly, maintaining high customer service standards.
Qualifications:
Education:
Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
Experience:
Minimum of 3-5 years of experience in IT repair services, with at least 2 years in a supervisory role.
Proven experience in repairing and troubleshooting laptops and desktops.
Experience with Salesforce or similar CRM systems.
Skills:
Strong leadership and team management skills.
Excellent technical knowledge of laptop and desktop hardware and software.
Exceptional customer service and communication skills.
Strong organizational and problem-solving abilities.
Proficiency in using repair management software and tools.
Ability to handle pressure and meet strict deadlines and targets.
Work Environment:
This position is based in a fast-paced repair center environment.
Ability to lift and move equipment up to 50 lbs.
Company Description
Arey Jones Educational Solutions is a premier, rapidly expanding, solutions provider of computer hardware, integration, logistics, service, and support to education and local government markets nationwide. We are a dynamic and exciting company, and we welcome motivated and hard working people to our team. Please visit our website at www.areyjones.com
Arey Jones Educational Solutions is a premier, rapidly expanding, solutions provider of computer hardware, integration, logistics, service, and support to education and local government markets nationwide. We are a dynamic and exciting company, and we welcome motivated and hard working people to our team. Please visit our website at www.areyjones.com
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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