Service Department Supervisor - 2nd Shift

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering one of the industry's most comprehensive managed mobility services portfolios. We help organizations maximize the value of their technology investments through innovative lifecycle management, repair, logistics, and mobility solutions.

Our passion is partnering with businesses to operationalize their technology investments through high-value services that drive efficiency, productivity, and competitive differentiation.

Position Summary

The Service Department Supervisor is responsible for leading the daily operations of the Service & Repair department, including reverse logistics, Chromebook repair operations, inventory management, technician development, and process improvement initiatives.

This role provides direct supervision and support to technicians while ensuring operational efficiency, quality standards, inventory accuracy, and customer service commitments are consistently achieved. The Service Department Supervisor will serve as a technical resource for the team, assist with onboarding and training of technicians, and help drive continuous improvement efforts throughout the department.

The Service Department Supervisor reports directly to the Senior Manager of Lifecycle Management – Service & Repair.

Key Responsibilities

Department Operations & Leadership

• Supervise and coordinate daily operations of the Service & Repair team.
• Manage technician workloads and daily work priorities to ensure service level agreements (SLAs) are achieved.
• Monitor productivity, quality, and turnaround times while identifying opportunities for improvement.
• Provide coaching, mentoring, and performance feedback to technicians.
• Assist with employee development, training plans, and performance management activities.
• Review and approve employee timesheets and time-off requests within ADP.
• Coordinate overtime scheduling and staffing support as business needs require.
• Participate in weekend and after-hours operational support when necessary.

Technical Operations

• Complete and maintain required HP Laptop Certifications.
• Complete and maintain Lenovo Chromebook and Laptop Certifications.
• Serve as a technical resource for technicians and assist in troubleshooting complex repair issues.
• Support onboarding of new devices, repair processes, and technician training programs.
• Ensure technicians complete all required OEM certifications and training requirements.
• Maintain compliance with customer, OEM, and company quality standards.

Chromebook Operations

• Manage daily Chromebook repair workflows and technician assignments.
• Oversee Chromebook inventory movements, receiving activities, and inventory accuracy.
• Manage Chromebook BER (Beyond Economical Repair) processes and reporting.
• Monitor Chromebook parts usage and create parts forecasting reports.
• Coordinate bulk sales order address updates and inventory disposition activities.
• Assist in resolving receiving discrepancies, shipment issues, and delivery errors.
• Manage daily cleanup and resolution of RMA completion errors.

Inventory & Quality Management

• Conduct and oversee quarterly inventory cycle counts.
• Ensure inventory accuracy and proper inventory controls are maintained.
• Monitor quality performance and implement corrective actions when necessary.
• Coach technicians on quality standards, workmanship, and process compliance.
• Assist with audits and customer reporting requirements.

Process Improvement

• Develop, document, and maintain standard operating procedures.
• Identify opportunities to improve efficiency, quality, and customer satisfaction.
• Lead continuous improvement initiatives within the service operation.
• Recommend and implement new tools, technologies, and processes to support operational excellence.

Facility & Safety Responsibilities

• Serve as a member of the 2nd Shift First Responders Team.
• Ensure warehouse and dock doors are secured during nightly facility checks.
• Promote and maintain a safe working environment.
• Support company safety initiatives and compliance requirements.

Required Qualifications

• Associate degree or Bachelor's degree preferred
• Minimum 3-5 years of experience in repair operations, reverse logistics, service operations, warehouse leadership, or related technical environments
• Previous supervisory or team leadership experience preferred
• Experience supporting Chromebook, laptop, mobile device, or consumer electronics repair operations
• Strong technical aptitude and troubleshooting capabilities
• Experience managing inventory and warehouse processes
• Proficiency with Microsoft Office applications, including Excel
• Experience working with ERP, inventory management, or ticketing systems preferred
• Strong organizational, analytical, and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to prioritize multiple responsibilities in a fast-paced environment
• Detail-oriented with a strong focus on quality and customer satisfaction

The ideal candidate is a hands-on leader who enjoys developing people, solving operational challenges, improving processes, and ensuring customers receive exceptional service. This individual thrives in a fast-paced environment, leads by example, and consistently drives accountability, quality, and operational excellence.