SENIOR DIRECTOR OF SERVICE DELIVERY

The Senior Director of Service Delivery is responsible for the Company’s end-to-end device repair and service execution.  This position directs and manages all service/repair activities and overall strategic direction of the department.

Key Responsibilities:

·        Responsible for multiple electronics repair depots and service locations performing device repairs, customer courier services, and customized solutions.

• Leads the service department to meet and exceed KPIs for safety, quality, and productivity.

·        Drafts, implements, and executes strategies, policies, and procedures to facilitate and optimize a quality service and repair experience.

• Develops internal repair capabilities with a deep focus on productivity, quality, and cost reduction.

·        Executes to annual goals and objectives in coordination with company objectives and manage performance to ensure attainment.

·        Partners with human resource department to ensure that policies and procedures are consistently maintained.

·        Trains, coaches, and mentors team members.

·        Collaborates extensively with the Customer Experience team to meet and exceed customer expectations.

·        Works cross departmentally to optimize the repair and service processes, training, systems, and facilities.

·        Understands the Company’s business, services and products sold.

• Utilizes continuous improvement tools and feedback of the team to identify and execute on opportunities.
• Manages staffing levels and capacity to meet customer demand and business growth.

·        Performs other related duties and special projects as assigned.

 

Competencies

·        Customer/Client Focused

·        Highly motivated, results oriented

·        Responsive

·        Flexible

·        Communication

·        Organized

Supervisory Responsibilities:

1. Recruits, interviews, hires, and trains departmental management staff
2. Oversees the daily workflow of the department
3. Provides constructive and timely performance evaluations
4. Handles discipline and termination of employees in accordance with company policy

 

Required Skills/Abilities:

• Excellent management and leadership skills
• Excellent verbal and written communication skills
• Excellent interpersonal and customer facing skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• Expected travel: 25-50%

Education and Experience:

• Bachelor’s degree or relevant work experience
• At least 10 years of related experience required, with prior management across multiple shifts and/or locations
• Extensive working knowledge of Lean and/or Six Sigma methodologies related to implementation in production, manufacturing, or repair environments.
• Technology and related services knowledge and interest

 

Position Type/Expected Hours of Work
This is a full-time position.