Repair Manager

The Repair Manager plays a critical dual role in the day-to-day management of device repair operations. This position requires a high-energy "player-coach" who ensures that repair production schedules are met, quality standards are upheld, and the team remains motivated. The Manager will perform hands-on repairs on Apple and Samsung devices while also managing parts inventory, workflow processes, and leading the technical team. This role is responsible for minimizing turnaround time, maintaining optimal stock levels, and ensuring customer satisfaction through technical excellence and continuous adaptation to new technology.

Responsibilities

Operations & Leadership

• Perform Level 1 through Level 3 hands-on repairs on Apple, Android devices and MacBooks (Air/Pro).
• Execute complex hardware tasks including OLED/LCD screen replacements, battery swaps, charging port repairs, and logic board replacements.
• Manage the daily repair queue to ensure workflow efficiency and prioritize urgent repairs to meet promised turnaround times.
• Provide technical support and mentorship to junior technicians (if applicable), assisting with troubleshooting complex board-level issues.
• Translate complex technical findings into clear, understandable language for customers during intake and pickup.

Process Improvement & Planning

• Manage the end-to-end parts inventory system, ensuring critical components (screens, batteries, small parts) are always in stock for high-volume models.
• Analyze repair trends and usage data to forecast demand, preventing both stockouts and the accumulation of obsolete inventory.
• Oversee vendor relationships, including negotiating pricing for parts and processing RMAs for defective/DOA components efficiently.
• Contribute ideas for workflow improvements, such as optimizing workbench layouts or updating toolsets to increase repair speed.

Quality:

• Work within quality system environment ie: ISO 9001, ISO 14001, R2, ISO 45001
• Work towards continuous and consistent improvement, quality, customer service in accordance with company policies/procedures
• Involvement and collaboration with management as it relates to Quality/Process irregularities or production issues.
• Creating and updating of work instructions as necessary
• Enforce and Adhere to 5S standards

Health & Safety:

• Maintain a strict ESD-safe (Electrostatic Discharge) environment and ensure all tools are calibrated and organized.
• Enforce safety protocols regarding the handling, storage, and disposal of Lithium-Ion batteries and electronic waste.
• Promote a "Clean Desk" policy to ensure an organized, professional appearance for the repair lab.
• Ensure compliance with all company health and safety policies regarding chemical solvents (e.g., isopropyl alcohol) and heat tools.

Qualifications

Education & Experience

• People Management: Demonstrated experience leading, managing, or supervising a team is required.
• Education: Graduate from a Technician or Technologist program (Diploma/Degree) or possess equivalent professional experience.
• Repair Experience: Experience in mobile device repair (minimum 1 year) is required; Laptop (MacBook) repair experience is a strong asset.
• Cosmetic Refurbishment: Experience in cosmetic refurbishment of mobile devices and tablets (housing swaps, frame alignment, cleaning) is required.

Technical Skills

• Research & Adaptability: Proven ability to independently research latest technologies, new device architectures, and repair methodologies.
• Troubleshooting: Skilled in troubleshooting, component replacement, and device assembly with a proven ability to perform quality repairs under time constraints.
• Soldering: Surface-mount soldering experience (charging ports, FPC connectors) is highly desirable.
• OS Knowledge: Strong knowledge of Android OS and iOS ecosystems.

Soft Skills & Traits

• Core Values: Must possess Honesty and Integrity above all else.
• Communication: Excellent verbal and written English communication skills.
• Work Ethic: Reliable, punctual, and efficient with a strong work ethic.
• Organization: Excellent organizational skills and self-motivated; ability to work effectively in a team-oriented and fast-paced environment.
• Attitude: High energy level with the ability to be flexible. Must show high enthusiasm for technology and a passion for electronic devices
• Critical Thinking: Detail-oriented with strong problem-solving and critical-thinking skills.

Working Conditions:

• Long period of time in an office setting in front of a computer or electronic device.
• Exposure to unsanitary and sometimes broken electronic devices
• Working in an office type setting, indoors in a controlled environment
• Lifting boxes that weigh up to 35 lbs

Efforts

Physical Efforts:

• Moving office supplies, including files and mail
• The work can be considered fatiguing at times
• Dexterity is necessary to perform most jobs
• Physical efforts may include sitting for long periods of time
• May have the need to stretch and bend at times

Mental Efforts:

• Constant alertness and concentration
• Visual application is required
• Interactions with Staff, students and others
• Auditory absorption is a priority
• Mental stress may be a factor in completing all tasks