Computer Repair Expert Manager ( Tier 3 )

About the Role

PlanITROI is building the world's greatest repair and refurbishment operation at its Center of Excellence in Youngsville, North Carolina. We're bringing together elite technicians, advanced repair equipment, innovative technologies, and smarter production processes. We're looking for an exceptional Computer Repair Expert Manager who combines hands-on Tier 3 technical mastery with outstanding leadership, innovation, and the ability to deliver world-class results. This is an opportunity to build something meaningful, grow your career, and be rewarded for the expertise and value you bring.

You'll lead our audit and repair teams, currently consisting of approximately 12 audit employees and 10 repair technicians. Your primary responsibility is to deliver completed, high-quality repairs—personally and through your team—while building the people, processes, and environment required for exceptional performance. You'll own repair productivity, technical excellence, quality, technician development, continuous improvement, and the financial results of the operation.

Responsibilities

• Deliver Repairs — Personally and Through Your Team: Personally diagnose, troubleshoot, repair, test, and complete computers—from simple hardware replacements to advanced Tier 3 repairs. Lead technicians in completing routine, intermediate, and complex repairs across laptops, desktops, and other supported equipment. Solve challenging failures involving motherboards, displays, keyboards, batteries, charging systems, power circuits, and other components. Demonstrate component-level repair expertise and guide advanced board-level repairs. Identify root causes, develop repeatable solutions, and resolve technical escalations. Set clear repair completion goals for yourself and your technicians. Train technicians to independently complete increasingly complex repairs. Ensure repairs are tested, documented, and moved efficiently to the next production or independent quality-control step.
• Achieve Extraordinary Production Results: Own daily, weekly, and monthly repair production commitments against an established target of 22+ successfully repaired units per technician per day for applicable production work. Lead technicians toward achieving and exceeding established production goals. Establish measurable completion targets for simple and complex repairs, accounting for technical difficulty and work mix. Manage equipment flow through audit, triage, testing, repair, imaging, and grading. Align staffing, technician skills, bench capacity, parts availability, and incoming volume. Implement efficient batch-repair methods and eliminate bottlenecks, waiting time, and repeated handling. Continuously improve throughput, repair yield, turnaround time, and first-pass quality.
• Build, Inspire, and Develop an Elite Team: Recruit, assess, train, coach, and develop high-performing repair and audit technicians. Lead by example, working alongside your team and demonstrating advanced repair methods. Establish clear expectations and a culture of ownership, accountability, teamwork, and continuous improvement. Develop structured training, practical skills assessments, repair videos, SOPs, and technician skills matrices. Help technicians progress toward more advanced technical work and greater productivity. Recognize achievements, provide constructive feedback, and maintain consistently high standards for quality, reliability, organization, and safety.
• Create the Ultimate Repair Bench Environment: Design efficient layouts supporting parallel repairs and batch-repair workflows, beginning with a three-technician pilot and scaling successful improvements. Establish professional workstation standards: 36-inch white benches, adjustable monitors, flexible power and network connectivity, and organized parts storage. Equip technicians with professional-grade tools, including iFixit kits and specialized equipment for complex repairs. Maintain clean, safe, organized, and well-stocked workstations. Use authorized repair recordings, technician feedback, and production data to improve methods and training. Evaluate specialized fixtures, jigs, and technologies that make repairs faster, safer, and more consistent.
• Lead Innovation and Continuous Improvement: Research advanced diagnostics, repair techniques, automation, robotics, and AI-assisted technologies. Identify opportunities to improve speed, quality, consistency, and productivity. Develop repeatable repair processes for common failures and advanced technical challenges. Build a searchable knowledge base using OEM resources, iFixit, repair videos, and proven internal solutions. Use repair data, workstation observations, and quality findings to drive improvements. Test new approaches, measure results, and scale successful innovations.
• Deliver Outstanding Quality, Accuracy, and Compliance: Lead accurate equipment audits, including serial numbers, specifications, and condition. Ensure correct diagnosis, triage, repair routing, and OEM parts identification. Make economically sound repair decisions using labor, parts costs, fair market value, and repair threshold calculator. Maintain reliable testing, grading, serialized tracking, and chain-of-custody records. Partner with independent Quality Control to improve first-pass quality and eliminate recurring defects. Follow approved data sanitization and authorized device-lock resolution procedures. Support applicable NIST 800-88, R2v3, NAID AAA, ISO, ESD, lithium battery, and workplace safety requirements.
• Financial and Operational Excellence: Increase the number and value of economically justified completed repairs. Improve repair yield, labor productivity, turnaround time, and work-in-process conversion. Reduce unnecessary parts expenses, rework, repeated handling, and labor cost per unit. Accelerate the movement of completed saleable equipment through production. Track throughput, technician performance, repair quality, triage accuracy, parts accuracy, and production costs. Identify and implement improvements that increase value recovery, efficiency, and profitability.

Success Metrics

Your success will be measured by the results you deliver—personally and through your team. You'll be accountable for completing simple and complex repairs, achieving our target of 22+ successfully repaired units per technician per day for applicable production work, and consistently meeting daily and weekly repair completion goals. You'll drive improvements in first-pass repair success, repair yield, quality, accuracy, turnaround time, parts accuracy, workflow efficiency, and labor cost per unit while reducing defects and rework. You'll develop technicians capable of independently completing increasingly advanced repairs, introduce measurable improvements in tools, work