Manager, Technology Service Centre

Job title: Manager, Technology Service Centre

Job description: Who we are

Staples Canada is on a journey to become the Working and Learning Company. We are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions.
If that’s you, let’s work, learn and grow together.

Some of what you will do

As the Team Manager, Repair Depot you will be responsible for people development and operational excellence within a closed door facility. You will lead a team of technicians who provide technical services to computer hardware from the Depot. You will develop the technical expertise of your team, onboard new service offerings, and interface with store managers in their network. You will drive sales & profit, manage associate costs, and ensure that the associates connect with customers and consult on options that help solve their problems. Each day will be fast-paced, challenging, rewarding and meaningful.

Specifically, you will:

• Establish and maintain service excellence by assigning the highest priority to customer satisfaction.
• Up-holds the highest of professional standards when performing warranty and non-warranty work, by ensuring that upgrades/repairs are 100% correct and tested. This may include non-computing repairs.
• Track, monitor and analyse Depot metrics on a weekly basis and drive operational excellence
• Maximize department productivity by ensuring timely follow up on all units, in progress and completed.
• Promote detailed updates in customer issue tracking system to keep all associates & customers informed of progress
• Monitor and manage diagnosis and repair quality to prevent rework. Serve as primary technician to repair computers that have been submitted for rework and implement improvements and/or coaching needed to prevent future reworks.
• Deliver the sales plan through Depot Technician consultations with clients
• Be accountable for Profit and Loss (P&L) performance, including tracking all Depot level expenses and managing expenses to budget.
• Develop & execute plans to broaden team completion of technical certifications
• Create opportunities to develop “on the job” technical competence through inter-associate learning

• Provide coaching and constructive feedback to service technicians and depot staff
• Proactively model and ensure team’s understanding of and adherence to all privacy policies, loss prevention and key control procedures. Ensure company and customer assets and physical inventory is secured.

Qualifications

Some of what you need

• Minimum of 2-5 years of management and/or supervisory experience.
• 2- 3 years as a computer technician or equivalent is preferred.
• Successful completion of college diploma or equivalent experience.
• Demonstrated skill in performing services/upgrades to all types of computers.
• Strong selling skill and the ability to make appropriate product recommendations to customers.
• Ability to plan, organize and prioritise efficiently.
• Strong communication skills and ability to resolve customer concerns.
• Curious
• Approachable
• Passionate
• Solutions finder

Some of what you will get

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more…

Additional Information

• Conditions of the work environment are such that minor stress and physical discomfort may occur.
• A considerable amount of physical effort is required in lifting and handling technology devices. Movement of freight by use of ladders and pallet jacks may be required.
• May be required to work alternate shifts or flex start and end times to ensure connection with all Depot Technicians.
• Travel may be required for meetings.

Employment Statement
Staples is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.

#bringyourpassion

Company: Staples

Expected salary:

Location: Mississauga, ON

Job date: Sat, 22 May 2021 02:25:06 GMT