Repair Technician

4 weeks ago

Madisonville, United States Trafera LLC Full time
Job DescriptionJob DescriptionAbout Trafera

It's no secret that technology has changed, especially for schools. Competing and staying successful in an ever-evolving world of digital transformation takes more than just a technology friend, it takes a true technology powerhouse. Based out of St. Paul, Minnesota along with locations in Oklahoma, Louisiana, West Virginia and North Carolina, Trafera is a dynamic and growing company wholly immersed in the K-12 and higher education marketplaces. We provide and service both new and recertified technology ranging from Chromebooks, desktops, mobiles, servers, storage, and networking hardware to our customers. Additionally, Trafera provides support to educators and admins to ensure that the technology we sell can be meaningfully integrated into the student learning experience. We are passionate about serving not only our customers' needs, but also those of our employees. Working at Trafera, you will be part of an energetic team that shares an enthusiasm to support K-12 schools. We support open, honest, and transparent communication, continual learning, and employee-driven initiatives. Come join us

As a Repair Team Lead, you will be responsible for leading your team of technicians to ensure that student device repairs are completed successfully and in a timely manner, while adhering to established repair processes. This includes verifying repair and diagnosis quality, answering team questions, and motivating the team to meet output and quality goals. You will provide training, feedback, and coaching to your technicians to support their success in their roles.

Primary Position Duties/Responsibilities:

  • Each Team Lead will be responsible for managing the day-to-day activities of their team within the established repair process.
  • Motivate team to achieve successful output and quality KPIs, providing timely feedback on performance.
  • Ensure that team members adhere to proper testing, quality procedures and guidelines.
  • Be the “go to” person for fielding questions for your team - providing product, warranty entitlement, process, and standards expertise for them.
  • Make certain techs fully understand and are properly tagging different repairs under the correct warranty entitlement types.
  • In the First Touch Fix repair process, as well as working repairs coming off hold, as applicable:
    1. QA/Verify Repairs - verify each student device is properly repaired, per their issue description, under the correct warranty entitlement, recording the results of each repair, and closing the repair order before it is staged for shipment.
    2. QA/Verify Diagnosis – in the case where a hold cannot be avoided, verify each student device is properly diagnosed, per their issue description, the correct warranty entitlement is selected, and the part spec is completed before sending unit to next stage of the repair process (i.e., to go on hold for OEM part submission, Paid Repair quoting, or part purchase should we have no inventory of needed parts).
  • Refer to “Team Lead Expectations” regarding performance expectations for the role, under the areas of “Leading Team”, “Work Quality”, and “Individual Performance”.

Additional Position Duties/Responsibilities:

  • Keep manager informed of all pertinent staff and repair order related issues or concerns, on an ongoing and daily basis.
  • All other duties assigned by management.

Required Skills/Abilities:

  • Strong leadership skills are necessary for leading and motivating team members to meet targets and achieve goals.
  • High level of knowledge of warrantied devices and repair processes is essential.
  • Comprehensive understanding of all warranty entitlements is required.
  • Advanced time management skills, including a proven ability to meet deadlines, are essential.
  • Strong analytical and problem-solving skills are necessary for effective decision making.
  • Excellent written and verbal communication skills are essential for effectiveness in this role.
  • Strong organizational skills and attention to detail are critical for success in this role.
  • Proficiency in CSI/Repair Workbench is required.
  • Ability to prioritize tasks effectively is essential.
  • Ability to report to work at our WV Trafera facility.

Education and Experience:

  • Minimum of a high school diploma or equivalent is required.
  • At least two years of relevant work experience is preferred.
  • Technical knowledge of Chromebooks, Mac, and Windows based computer systems, including parts, models, and functionality, is required.
  • At least two years of experience with Infor CloudSuite Industrial ERP software is required.
  • Previous experience in a leadership or supervisory role in a work environment is preferred.

Essential and Physical Requirements:

  • Extended periods of sitting at a desk and working on a computer are essential for this role.
  • Must be capable of lifting and carrying up to 50 pounds on occasion.


Benefits

Our comprehensive rewards package includes:

  • Competitive wages
  • Time off including company holidays, floating holidays, and PTO accrual starting at 3 weeks annually
  • Medical, Dental and Vision insurance
  • Health Savings Account (w/ employer contribution)
  • 401(k) plan with 4% company match and immediate full vesting
  • Company paid life, AD&D, and disability insurance
  • Peer recognition program
  • Valuable extras including LegalShield & IDShield insuranc

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