Supervisor, Operations

About the Role

Manages the day-to-day execution of Zebra’s field repair operations, providing direct oversight and accountability for team productivity, quality, and KPIs. This hybrid role actively leads a team of field technicians while also providing advanced onsite diagnosis, repair, and customer support for Zebra devices and solutions.

Responsibilities

Leadership & Team Management

• Team Oversight: Manages up to 10 employees/contractors. Directly responsible for hiring, onboarding, training, daily work assignment, and engagement.
• Performance Management: Evaluates subordinate performance, provides coaching, conducts appraisals, and partners with HR on personnel actions (promotions, discipline).
• Mentorship: Acts as an escalation point and assists in training/evaluating Field Service Technicians. Models Zebra's culture and values.

Operational Execution & KPIs

• Performance Tracking: Monitors progress and analyzes operational data (WIP, hold reports) to ensure all customer SLAs and site KPIs are met. Prepares reports for leadership to address performance gaps.
• Inventory & Compliance: Proactively manages parts inventory. Ensures compliance with internal standards, safety regulations, and continuous improvement practices (including 6S and ISO standards).
• Cross-Functional Collaboration: Collaborates with peers across shifts and functions to optimize site performance and supports New Product/Service Introductions (NPI/NSI).

Technical Service & Customer Support

• Advanced Diagnostics & Repair: Evaluates service requests, diagnoses complex issues, and performs physical/mechanical repairs, retrofits, and software updates on Zebra products at customer sites.
• Customer Interaction: Delivers excellent customer service, communicates repair status, and provides comprehensive training to customers on device operation and maintenance.
• Complex Escalations: Assists with complex site surveys, depot repair quality analysis, proof of concepts, and escalated service issues. Maintains accurate logs of repair activities and symptom codes.

Requirements

• Education: Associate’s degree in a related field or equivalent supervisory experience in a related industry.
• Work Experience: 6+ years of experience, including 2–4 years in technical field service/repair and a minimum of 1 year in a team lead or supervisory role.

Skills

Technical Skills

• Intermediate MS Office skills.
• Knowledge of quality/statistical analysis tools.
• Working knowledge of ISO standards.

Soft Skills

• Effective written/verbal communication.
• Positive customer interaction.
• Strong problem-solving and decision-making abilities.

Certifications & Physical Requirements

• Certifications: A+ (or willingness to complete).
• Travel: 75% - 100% local travel within assigned territory. Must have reliable transportation, carry spare parts, and maintain a driving record that meets Zebra’s policies.
• Physical: Must be physically able to climb, bend, kneel, and lift/carry up to 50 lbs. Must be able to work at heights from ladders (up to 10 ft) and operate scissor/boom lifts (up to 60 ft).

Pay

Pay Range: $76,640.00 - $114,960.00 annually.

In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 10% of base pay, in accordance with the terms of the applicable incentive plan.

Benefits

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. Benefits include:

• Healthcare, wellness, inclusion networks, and continued learning and development offerings.
• Community service days, insurances, compensation, parental leave, employee assistance program, and paid time off (varies by country).
• Flexibility options such as hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day.