The Repair Operations Supervisor leads a team of technicians, ensuring efficient laptop repairs, high-quality standards, and effective team collaboration while managing projects and performance.
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job Summary
The Repair Operations Supervisor is responsible for overseeing a team of laptop repair technicians and support staff, ensuring smooth day-to-day operations and high standards of repair quality. This leadership role focuses on directing, mentoring, and developing technicians to deliver reliable and efficient laptop repair services while fostering a collaborative and customer-focused work environment. Strong team management, strategic planning, and a commitment to service excellence are essential for success in this position.
What You Will Do:
* Coach and develop laptop repair technicians: Provide guidance, training, and support to help technicians improve their technical skills and maintain adherence to established repair standards.
* Oversee troubleshooting and repair activities: Supervise the team's problem-solving efforts, ensuring complex hardware issues are resolved efficiently and challenging repairs are completed successfully.
* Monitor repair performance: Track and review the quality and timeliness of repairs performed by technicians, ensuring consistent delivery of excellent service across all laptop models.
* Develop and implement technical processes: Lead the team in creating and refining procedures that enhance the efficiency and effectiveness of laptop repair operations.
* Manage team projects: Coordinate and prioritize tasks, allocate resources, and oversee workloads to ensure successful completion of technical projects within deadlines and budget.
* Serve as an escalation point for special requests and exceptions.
* Facilitate cross-team collaboration: Work closely with other groups within CDW to support technical services, aligning team efforts with organizational goals and operational requirements.
* Oversee training initiatives for technicians and support staff, ensuring the team meets and exceeds key performance indicators (KPIs).
What We Expect of You:
* Previous experience managing a team of computer technicians or working in a similar IT supervisory role
* Expertise in diagnosing and resolving complex hardware issues, with the ability to support and guide technicians through challenging repairs
* Strong written and verbal communication skills for effective team leadership and collaboration
* Exceptional attention to detail to maintain high repair standards and quality control
* Advanced analytical and problem-solving abilities to address technical and operational challenges
* Excellent time management and organizational skills, with the ability to prioritize and delegate tasks effectively among technicians Pay range: $ 81,000- $ 92,000 depending on experience and skill set. Annual bonus target of 5% subject to terms and conditions of plan. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials.
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
* Physical Demands and Work Environment
* The physical demands described below are representative of those required to successfully perform the essential functions of this position. Responsibilities include performing technical work and problem-solving tasks, with the ability to lift up to 50 lbs. as needed. The role requires the ability to see, hear, talk, touch, reach, bend, stoop, sit, stand, and/or walk. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job Summary
The Repair Operations Supervisor is responsible for overseeing a team of laptop repair technicians and support staff, ensuring smooth day-to-day operations and high standards of repair quality. This leadership role focuses on directing, mentoring, and developing technicians to deliver reliable and efficient laptop repair services while fostering a collaborative and customer-focused work environment. Strong team management, strategic planning, and a commitment to service excellence are essential for success in this position.
What You Will Do:
* Coach and develop laptop repair technicians: Provide guidance, training, and support to help technicians improve their technical skills and maintain adherence to established repair standards.
* Oversee troubleshooting and repair activities: Supervise the team's problem-solving efforts, ensuring complex hardware issues are resolved efficiently and challenging repairs are completed successfully.
* Monitor repair performance: Track and review the quality and timeliness of repairs performed by technicians, ensuring consistent delivery of excellent service across all laptop models.
* Develop and implement technical processes: Lead the team in creating and refining procedures that enhance the efficiency and effectiveness of laptop repair operations.
* Manage team projects: Coordinate and prioritize tasks, allocate resources, and oversee workloads to ensure successful completion of technical projects within deadlines and budget.
* Serve as an escalation point for special requests and exceptions.
* Facilitate cross-team collaboration: Work closely with other groups within CDW to support technical services, aligning team efforts with organizational goals and operational requirements.
* Oversee training initiatives for technicians and support staff, ensuring the team meets and exceeds key performance indicators (KPIs).
What We Expect of You:
* Previous experience managing a team of computer technicians or working in a similar IT supervisory role
* Expertise in diagnosing and resolving complex hardware issues, with the ability to support and guide technicians through challenging repairs
* Strong written and verbal communication skills for effective team leadership and collaboration
* Exceptional attention to detail to maintain high repair standards and quality control
* Advanced analytical and problem-solving abilities to address technical and operational challenges
* Excellent time management and organizational skills, with the ability to prioritize and delegate tasks effectively among technicians Pay range: $ 81,000- $ 92,000 depending on experience and skill set. Annual bonus target of 5% subject to terms and conditions of plan. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials.
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
* Physical Demands and Work Environment
* The physical demands described below are representative of those required to successfully perform the essential functions of this position. Responsibilities include performing technical work and problem-solving tasks, with the ability to lift up to 50 lbs. as needed. The role requires the ability to see, hear, talk, touch, reach, bend, stoop, sit, stand, and/or walk. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
Top Skills
Customer Service
Hardware Troubleshooting
Laptop Repair
Performance Monitoring
Team Management
Technical Process Development
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