Lead Repair Technician Lead

3 months ago

Markham, Canada Itek Services Full time

**Summary**:
Responsible for all customer repairs specific to their individual SLA requirements while maintaining the highest level of quality throughout the repair process. Will also serve as a lead technician, guiding other team members and coordinating repair workflows when necessary.

**Essential Job Duties/Functions**:
General duties and responsibilities are:

- **Lead Role Responsibilities**:

- Serve as a point of contact for team members when troubleshooting issues and provide guidance on repair techniques and procedures.
- Assist the Manager of Depot Operations and the Sales Support team in monitoring workflow, ensuring all repairs are prioritized according to deadlines, customer requirements and SLAs.
- Ensure new team members are trained in repair processes and best practices, fostering cross-training on various devices.
- Work closely with the Manager of Depot Operations and Production Scheduler to improve overall team productivity and address any process bottlenecks.
- Serve as the point of contact for general facility maintenance, security and safety matters.
- Participate in a weekly operation’s team call to bring up and address any issues, challenges or concerns related to TRC’s daily operations.
- **General Duties**:

- Testing and repairing devices according to the customer SLA and Quality standards.
- Use of the Production Scheduler report to prioritize daily repair tasks and close them out promptly.
- Reporting any part shortages and working with Inventory and Procurement to maintain adequate stock levels.
- Reviewing products repaired to implement cost-saving enhancements or improve repair efficiency.
- Meeting or exceeding productivity goals based on established repair time standards.
- Understanding and meeting the SLA requirements for each individual customer.
- Reporting issues that negatively impact business operations or repair processes.
- Keeping a clean and organized work environment.
- Reporting accurate solution codes when closing out service call tickets.
- Report trending events on products or with customers.

**Job Requirements**:

- Display honest, trustworthy, and ethical behavior when dealing with internal and external customers.
- Display enthusiasm and promote a collaborative working environment.
- Regular, punctual attendance is required.
- Knowledge and working experience in the repair business.
- Solder to industry standards.
- Troubleshoot circuit to component level.
- Follow and enforce ESD and procedures.
- **Warehouse experience is a plus**, particularly in inventory management, shipping, and receiving.

**Education and/or Experience**:

- High school diploma or related field or combination of work and education.
- 2 or more years of repair experience.
- Experience in a lead or supervisory role is required.
- Comfortable handling confidential information.
- Multi-tasking and time-management skills, with the ability to prioritize tasks.
- Good phone etiquette and communication skills.

**Minimum Qualifications**:

- Highly organized, with a record of prioritizing multiple projects and meeting deadlines.
- Must handle confidential matters with appropriate discretion.
- Strong interpersonal skills; enjoys and fosters a team environment.
- Able and willing to deliver friendly, courteous, and prompt customer service.
- Able and willing to work cooperatively with other team members.

**Job Types**: Full-time, Permanent

Pay: From $28.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- No weekends

Work Location: In person

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