Repair Operations Supervisor

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job Summary

The Repair Operations Supervisor is responsible for overseeing a team of laptop repair technicians and support staff, ensuring smooth day-to-day operations and high standards of repair quality. This leadership role focuses on directing, mentoring, and developing technicians to deliver reliable and efficient laptop repair services while fostering a collaborative and customer-focused work environment. Strong team management, strategic planning, and a commitment to service excellence are essential for success in this position.

What You Will Do:

• Coach and develop laptop repair technicians: Provide guidance, training, and support to help technicians improve their technical skills and maintain adherence to established repair standards.
• Oversee troubleshooting and repair activities: Supervise the team's problem-solving efforts, ensuring complex hardware issues are resolved efficiently and challenging repairs are completed successfully.
• Monitor repair performance: Track and review the quality and timeliness of repairs performed by technicians, ensuring consistent delivery of excellent service across all laptop models.
• Develop and implement technical processes: Lead the team in creating and refining procedures that enhance the efficiency and effectiveness of laptop repair operations.
• Manage team projects: Coordinate and prioritize tasks, allocate resources, and oversee workloads to ensure successful completion of technical projects within deadlines and budget.
• Serve as an escalation point for special requests and exceptions.
• Facilitate cross-team collaboration: Work closely with other groups within CDW to support technical services, aligning team efforts with organizational goals and operational requirements.
• Oversee training initiatives for technicians and support staff, ensuring the team meets and exceeds key performance indicators (KPIs).

What We Expect of You:

• Previous experience managing a team of computer technicians or working in a similar IT supervisory role
• Expertise in diagnosing and resolving complex hardware issues, with the ability to support and guide technicians through challenging repairs
• Strong written and verbal communication skills for effective team leadership and collaboration
• Exceptional attention to detail to maintain high repair standards and quality control
• Advanced analytical and problem-solving abilities to address technical and operational challenges
• Excellent time management and organizational skills, with the ability to prioritize and delegate tasks effectively among technicians

Pay range: $ 81,000- $ 92,000 depending on experience and skill set. Annual bonus target of 5% subject to terms and conditions of plan. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials.

Physical Demands and Work Environment

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Responsibilities include performing technical work and problem-solving tasks, with the ability to lift up to 50 lbs. as needed. The role requires the ability to see, hear, talk, touch, reach, bend, stoop, sit, stand, and/or walk. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

CDW is committed to being an AI-fluent organization

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.