Repair Operations Manager

1 week ago


Montréal QC HE A, Canada Apollo Scooters Full time

Apollo is looking for a dedicated and relationship-driven Repair Operations Manager to be the main link between our Chief of Staff, internal repair teams, and Apollo Certified Shops. As our Repair Operations Manager, reporting to the Chief of Staff (CoS), you will oversee key operational aspects such as spare parts management, training resources, warranty tracking, and technical support for our partners. You will also play a crucial role in supporting the internal servicing team by managing resources, reporting issues to the R&D team, and ensuring quality standards for repairs. This position is ideal for someone who excels at building relationships, is comfortable with ambiguity, and can work independently in a fast-paced environment.

The Apollo Certified Shop Program is a crucial initiative aimed at expanding our repair network across Canada and the US, enhancing service and convenience for our riders. Every Certified Shop will receive thorough training through the Apollo Certified Shop Training Course, ensuring all repairs meet our high-quality standards and providing you with peace of mind. This program is designed to offer local repair options, eliminating the need for customers to ship their scooter for repairs. The Repair Operations Manager plays a vital role in this program, serving as the main point of contact for our Certified Shops. They will be responsible for building strong relationships to ensure the success of the program and a seamless experience for all our riders.

**Key Responsibilities**:
**Certified Shop Program**:

- Build and maintain strong relationships with Certified Shops to ensure effective communication and support
- Act as the main point of contact for Certified Shops, addressing inquiries, providing operational support, and ensuring a smooth onboarding
- Oversee day-to-day operations, including spare parts management and approving warranty claims.
- Collaborate with internal teams to identify opportunities for process improvements and contribute to the ongoing success of the program
- Oversee service manuals and training materials, including repair training videos, ensuring new model information is incorporated into the Certified Shop Training Course and communicated to partners.
- Coordinate with the Customer Experience Team for sensitive replacements and other customer-related concerns.

**Internal Servicing**:

- Oversee daily operations of our internal repair centers and serve as the liaison between the repair teams, customer experience, and the executive team
- Monitor trends and recurring issues within the servicing department, providing feedback to the R&D team for product improvements.
- Provide training and support for internal servicing team members, which may include occasional travel to work onsite with teams.
- Maintain and update repair documentation to support knowledge-sharing and ensure compliance with internal servicing processes.
- Provide weekly reports on servicing metrics, including repair backlog, turnaround times, and return refurbishment rates.

**What makes you a good fit**:

- 1-3 years of experience in a related role
- Experience with Airtable, Notion, Slack, Netsuite/Shopity, Gorgias, and Google Suite
- Thrives on autonomy and is comfortable working a fast-paced start-up environment
- Demonstrates flexibility and adaptability when handling spontaneous tasks in high-pressure situations.
- Resourceful and creative, with the ability to "do more with less" when necessary
- Collaborative team player eager to help scale a growing business
- Technical experience in electric mobility, automotive, or a related industry is an asset

Apollo est à la recherche d’un Responsable des Opérations de Réparation dévoué et orienté vers les relations pour être le principal lien entre notre Chief of Staff, les équipes de réparation internes et les Ateliers Certifiés Apollo. En tant que Responsable des Opérations de Réparation, rattaché(e) au Chief of Staff (CoS), vous superviserez les aspects opérationnels clés tels que la gestion des pièces détachées, les ressources de formation, le suivi des garanties et le support technique pour nos partenaires. Vous jouerez également un rôle crucial dans le soutien de l'équipe de maintenance interne en gérant les ressources, en signalant les problèmes à l'équipe R&D et en veillant au respect des normes de qualité pour les réparations. Ce poste est idéal pour quelqu’un qui excelle dans la création de relations, est à l'aise avec l'ambiguïté et peut travailler de manière autonome dans un environnement dynamique.

Le Programme des Ateliers Certifiés Apollo est une initiative cruciale visant à développer notre réseau de réparation à travers le Canada et les États-Unis, améliorant ainsi le service et la commodité pour nos clients. Chaque Atelier Certifié bénéficiera d'une formation complète grâce au Cours de Formation des Ateliers Certifiés Apollo, garantissant que toutes les réparati



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