Repair Process Manager

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow and are looking for a Repair Process Manager to join our expanding Apex, NC office.

The role of repair process manager is to oversee the process and ensure the timely evaluation and repair of Clever Devices hardware products in line with resource availability (materials, labor, equipment), customer commitments and other related tactical and strategic plans. Your role will include ensuring our evaluation and repair processes are efficient, effective, and meet established requirements. You will also drive standardization, employee empowerment and continuous improvement. Your contribution will support customer satisfaction from on-time delivery of high-quality services and drive profits and growth for our company through efficient management of resources.

Responsibilities of the Repair Process Manager include:

• Timely initiation, receipt, evaluation, repair and return of Clever Devices hardware products and 3rd party/OEM products supported under Clever Devices hardware support agreements or similar contract vehicles. This includes the scheduling, prioritizing, and assigning work assignments within the department and associated performance reporting.
• Responsible for the receipt, control and return of customer owned inventory, including its identification and preservation at all steps of the evaluation and repair process.
• Responsible for ensuring adequate availability of competent evaluation and repair resources, especially repair technicians and repair team support personnel. This includes supporting and enhancing the available resources for anticipated business requirements, conventional standards (ex. IPC certificates) and professional development.
• Leadership of the RMA fulfillment process and resources- timely initiation of valid repair activities and timely closure to established company targets. Responsible for achieving the expected quality, quantity and turn-around times to standard and custom requirements and service levels.
• Serving as a repair process leadership resource to direct reports and other departments. Resolves inquiries and problems, serves as ‘go to’ person within the department for escalated issues, including prioritization, and cross-department coordination. Includes support of client facing presentations and escalations.
• Fully informed and capable of leading continuous improvement efforts with knowledge of conventional tools and their application.
• Developing and maintaining workflow policies and procedures that establish standardized work, improve efficiency, and maintain established requirements.
• Pro-active and regular communications with Operations management regarding any problems or issues which have the risk of impacting these responsibilities, stated above. Responsible for responding to internal alerts of potential problems or issues within Clever Devices and Clever Devices products, its customers, vendors, or competitors as it relates to repair activities.
• For escalations, interacting effectively with Clever Devices clients with combination of interpersonal skills, communication abilities, and professionalism.
• Being able to address conflicts calmly and find mutually acceptable solutions is essential for maintaining positive relationships both internally and with the Clever Devices clients.
• Following up with clients after interactions or transactions shows that you value their business and are committed to providing ongoing support.

Qualifications of the Repair Process Manager include:

• 10+ years of experience managing a hardware repair or hardware production department in a technical (electro-mechanical) products environment.
• Bachelor’s degree with emphasis including electrical engineering, computer and networking hardware and applications or equivalent experience. Experience and knowledge of electronics and electro-mechanical assembly and test conventions for high reliability applications.
• Successful experience managing multi-disciplinary teams of at least 20 people, including direct and exempt positions, hybrid work environments and different shifts and working hours. Ability to motivate and lead others, delegating appropriately. Ability to effectively work with cross functional team. Superb interpersonal skills.
• Understanding of the electronic hardware industry and engineering trends for manufacturing and quality.
• MS Office computer skills and ability to learn new programs such as Microsoft D365.
• Problem solving and conflict resolution skills.
• Ability to plan strategically and forecast needs of the department. Ability to budget programs and manage costs.
• Ability to understand the experiences of Clever Devices customers and internal staff and incorporate them into successful business strategies.
• Superior time management skills and ability to meet deadlines in a complete manner.
• Experience in customer service or client-facing roles. This includes experience in handling inquiries, resolving complaints, and providing support to clients in various situations. Ability to interact comfortably and professionally with clients.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.