Electronic Repair Center Manager

Department: Service – Repair Centre

Location: United States, Carrollton, TX

Compensation

$73,000.00 – $93,000.00 per hour

About the role

Glory is a global leader in customer experience automation, delivering software and hardware solutions that help retailers, restaurants, and financial institutions save time, reduce costs, and provide exceptional customer experiences. The company emphasizes innovation, employee development, and a collaborative, worldwide work environment.

Role Purpose

The Repair Center Manager is the principal point of contact for overall repair management and holds full operational responsibility for the repair center’s daily operations. This role must anticipate repair needs, ensure safety and well‑being of employees, and deliver cost‑effective, high‑quality, on‑time client projects.

Key Responsibilities

• Manage and schedule the repair center workload; review scheduling requirements daily and adjust as needed.
• Drive the repair process to ensure profitability and meet KPI goals.
• Develop and measure production metrics, monitor procedures and processes to identify trends and focus areas.
• Report metrics to senior management on a monthly basis.
• Set and measure performance standards to meet the company’s service goals.
• Proactively manage quality; track and improve overall repair quality performance.
• Escalate adverse failure rates to VP Service Operations, Supply Chain Manager, Tech Support, and other stakeholders.
• Act as primary liaison between the Repair Center and other departments throughout the organization.
• Approve all quotes for vendor‑related repairs.
• Coordinate with vendors to ensure timely repair of returned material.
• Analyze statistics and compile accurate reports.
• Coordinate and expedite the flow of parts, assemblies, and material to the production area to meet schedule commitments.
• Develop Repair Center procedures, policies, and standards.
• Take ownership of customer issues and follow problems through to resolution.
• Provide escalation support for team leaders when required.
• Liaise with field service managers for process issues.
• Manage target stocking levels for repair actions.
• Monitor sources of repair actions, identify constraints, and initiate actions to reduce Repair Turnaround Time and exceed KPI goals.
• Track and report the status of repair actions throughout the process.
• Select, hire, train, and evaluate employees; address performance issues and initiate improvement plans in line with company policies.
• Prepare or contribute to operating and personnel budgets; monitor spending for adherence to budget and recommend variances as necessary.
• Supervise staff in accordance with organizational policies and applicable laws, including interviewing, hiring, training, assigning work, appraising performance, rewarding, disciplining, and resolving complaints.
• Perform other duties as assigned.

Skills, Knowledge & Expertise

• Excellent analytical, communication, and interpersonal skills.
• Experience training, supervising, and appraising staff.
• Proficiency operating mechanical and IT systems to meet quality objectives and delivery deadlines.
• Strong data entry, time management, critical thinking, and leadership abilities.
• Ability to learn and use the company’s ERP software application.
• Capability to create clear, concise, and persuasive business presentations and reports for executive and senior‑level management.

Education and Qualifications

Bachelor’s degree (B.A.) in logistics, business administration, or supply chain management preferred, with three years of supervisory experience in supply chain; or five to seven years of related experience and/or training; or an equivalent combination of education and experience.