Technical Service Manager

Role Profile: Technical & Service Manager

1. To deliver best in class repair and refurbishment operations and exceed monthly profit targets and achieve Key Performance Indicators as agreed with the Head of Operations.
2. To deliver Technical Expertise and Leadership, working with OEM partners ( Samsung and any new OEM added to the MTR portfolio To define and implement Services Strategy Roadmap Development including but not exclusively Device Refinishing and Device Delamination and Relamination with the clear objective of delivering market leading services and enhanced profitability

• Lead the operational team to control and positively impact all agreed operational and financial KPI targets (outlined below) and also those such as productivity, Customer SLA’s, absence and Health & Safety
• Deliver KPI Performance Related – Critical KPI’s ,Repair TAT, Repeat Repair, Parts utilisation and write-downs
• Ensure he achievement of customer and OEM driven KPI’s as well as MTR internal targets for efficiency, continuous improvement and knowledge share.
• Maintain a high-quality standard in all completed repairs, bearing in mind that these are end customer devices.
• Ensure Data capture accuracy and job management of internal shop floor IT systems.Support any additional customer driven processes, including interaction with internal CS Team (Repair Quality and TAT, Quote Queries etc.)
• Support and ensure the resolution of any customer escalations regarding the MTR Repair Service
• Ensure training and support to all technical and operator staff..
• Thoroughly understand and interpret data relating to operational productivity and performance and implement proactive solutions to achieve area performance targets
• Ensure all activities are planned within budget parameters and these are reviewed and adjusted depending on department performance and volume changes
• Attend daily operational review meetings, updating operational leadership team with accurate, relevant information to enable MTR to meet its business targets.
• Skilfully motivate a team of Team leaders and colleagues to achieve business goals; through focussing on operational performance & continuous improvement
• To define and implement MTR Services Strategy Roadmap Development including but not exclusively Device Refinishing and Device Delamination and Relamination with the clear objective of delivering market leading services and enhanced profitability
• Create high levels of employee engagement by managing day-to-day communications and promoting ‘performance through engagement’ strategies within the area of responsibility
• Act as a role model for the team by being personally accountable for setting high standards of behaviour ensuring these are demonstrated at all times
• Set clear direction and accountability in delivering operational objectives and carry out regular performance reviews to ensure all direct reports are fully aware of their responsibilities & accountabilities
• Ensure accurate and relevant people processes are carried out in a timely manner e.g. appraisals, return to work, investigations, grievances and disciplinary hearings
• Develop an operational talent pipeline and succession plan through regular performance reviews and the use of Personal Development Plans
• Create a culture of continuous improvement by seeking input from all levels of staff and supporting onsite committees Health, Safety, Environment & Security
• Demonstrate a strong awareness of and commitment to ethics, compliance and the Group Business Conduct Guidelines for all operations, ensuring compliance with all legal and company requirements including but not limited to Health & Safety, security, environmental
• Demonstrate a strong awareness of and commitment to Ethics and Compliance and the DCC Group Code of Conduct.

• At least 2 years’ experience in a Technical & Service/Repair Management position in the Mobile & IT/Laptop marketplace
• Demonstrable strong leadership and management skills.
• Demonstrable track record of delivering technical service developments and implementation into an operational environment
• Have the ability to work effectively in a team environment and have good interpersonal skills Excellent communication skills, both written and verbal
• Ideally an Apple Certified Repair Technician
• Ideally 3+ years’ experience repairing smartphones and tablets (iPhones, Samsungs, iPad, MacBooks). (Level 2)
• Ideally 2+ years repairing computers.
• Level 3 repair experience is desirable.
• Energetic and proactive with an excellent customer focus
• Positive, can-do and friendly persona
• Experience of working in a fast-paced environment
• Experience creating detailed reports and giving presentations.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• A track record of following through on commitments.
• Excellent planning, organizational, and time management skills.