Repair Operations Manager

3 months ago

Rockville, United States Gardyn Full time

Our Purpose:

Created by a team of busy parents, professionals, cooks, and food-lovers who care about what we eat, how we live, and where our food comes from, Gardyn designs and develops high density, intelligent, plug-n-play vertical gardens for the cultivation of top-quality produce anywhere, all year, and in any climate.


Featured as TIME’S Invention of the Year, our indoor vertical Gardyns improve lifestyle, health, and the environment by providing tasty, affordable, nutritious greens and fruits without sacrificing design, space, or resources. With already producing over 2 million pounds of Gardyn produce with no pesticide, no waste and 95% less water, we are here to help shape the future of food by leveraging new technologies, for less impact on the environment and giving access to healthy, tasty, nutritious food to all.


Gardyn’s Culture

  • Radical Candor: It is not about being right or wrong or saving face. What we care most about is to make the right decisions for the company.
  • Freedom and Responsibility: Everybody at Gardyn is an adult and should be able to make the best decisions on their own with the best interest of the company in mind.
  • Impact: We want to move the needle big time in everything we do, on the way the company is working, our business, our customers.
  • Transparency and Collaboration: We care deeply for our customers, our colleagues, and for all that we are doing, how and why. It is not about ourselves; it is about what we want to accomplish as an organization.


Your Purpose: Lead the diagnosis, repair and refurbishment of returned products to ensure customer satisfaction, drive product improvement, and support the growth of the business.


To nail your job, you will:

  • Run daily operations for the returned products diagnosis, repair and refurbishment.
  • Set-up the products diagnosis, repair & refurbishment operations: operating procedures and training of operators and ensure these steps are conducted safely and with attention to detail.
  • Enforce strong quality assurance processes across the full repair & refurbishment operations to ensure outstanding customer experience on refurbed products.
  • Set-up & own Key Performance Indicators for the returned products diagnosis, repair & refurbishment operations and leverage them to be ahead of the curve and properly support the growth of the business.
  • Manage inbound and outbound inventory. Ensure efficient and accurate demand forecasting by collaborating with the products and supply chain team on part order planning.
  • Adjust diagnosis, repair & refurbishment operations continuously to gain efficiency and to support business development: new products, features, geography or verticals.
  • Build and leverage learning on trends on returned or defective products as inputs for product performances, quality & customer experience improvement.
  • Develop and maintain impactful analytics on returns & repair trends as invaluable insights for the business fast learning.
  • Perform diagnosis on defective parts returned for investigation and support product teams on root causes analysis and product performances improvement initiatives.
  • Link the learnings from refurbishment with feedback from the Customer Success team to support an overall outstanding customer experience.
  • Proactively work with product teams to root out product pain points leveraging refurbishment process learning and Customer Success feedback. Link these solutions to immediate and practical product design improvement recommendations.
  • Act as subject matter expert to the Customer Success team for returns and refurbishment related topics. When called upon, you are able to deploy resources or training to help the Customer Success agents to streamline their operations.
  • Support the business to set-up and run the open boxes/ second-hand market for refurbished products.
  • Define & align the refurbed product categorization criteria.
  • Support the Sales and Supply Chain teams for open boxes/ second-hand market opening and operations.
  • Develop the repair team & tools to align with company expansion, by nurturing growth and fostering excellence in operations.
  • Lead the team of technicians to deliver high quality repair work, reduce repair time, optimize resource allocation, and enhance overall workshop efficiency.
  • Mentor and train the team of technicians so they can provide valuable feedback to improve the products and customer experience.
  • Champion the development of the diagnosis, repair and return management tools to support the business development.
  • Ensure the team conducts all activities with the highest safety protocols in place.


We'll love you because:

  • You have a BS in Electrical Engineering or equivalent.
  • You have 5-7 years of experience in development of product testing procedures and use of electronic testing equipment.
  • You have Data centricity; Knowledge of data collection, data analysis, and how to automate changes in data over the long-term.
  • You have excellent writing & communication skills and are comfortable with upward communication.
  • You have Understanding of WiFi / Home Network connection and experience with IoT products would be a plus.
  • The Gardyn Culture resonates strongly with you.
  • You love teamwork - both in-person and virtual - in a diverse, multicultural environment.
  • You have a high level of comfort giving/ receiving constructive feedback.
  • Ability to work in a fast-paced environment with multiple projects occurring simultaneously.
  • You have experience being a people manager and eager to lead a team.
  • You possess the ability to lead thinking, explain the reasoning, and present findings and recommendations in a clear and articulate manner— in writing and in person.


You’ll love us because:

  • We encourage unconventional thinking.
  • We are paving the path for innovation in home-grown food and education.
  • We are creating a movement bigger than ourselves that will positively enhance people’s lives.
  • We practice radical candor and encourage employees to be authentic and transparent when communicating with all internal employees as well as external vendor relationships.
  • We lead with context not control and let you determine the best ways to accomplish your goals.
  • We are a wicked smart yet humble team.
  • Egos are not welcome here.
  • Gardyn embodies the start-up culture with the success to back it up.
  • Come prepared to work in a highly adaptable, fast-paced environment.

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