Service & Repair Technical Manager
Piscataway, NJ

Job Description

About SHI

Innovative Solutions. World Class Support.

Constantly growing in response to the needs of our customers in all sectors and verticals, SHI has transformed itself from a $1 million "software-only" regional reseller into a $10 billion global provider of information technology products and services.

From software and hardware procurement to deployment planning, configuration, data center optimization, IT asset management and cloud computing, SHI offers custom IT solutions for every aspect of your environment.

Privately-held and under the guidance of our current ownership since 1989, SHI has experienced tremendous growth in size and scope through neither merger nor acquisition. Our organic growth and two decades of stability are a direct result of backing a highly-skilled and tenured sales force with software volume licensing experts, hardware procurement specialists and certified IT services professionals.

Headquartered in Somerset, NJ, SHI supports their clients from over 30 offices throughout the U.S., Canada, the U.K., Germany, France and Hong Kong. SHI's goal is to foster long-term, mutually-beneficial relationships with its customers and partners, every day.

What SHI Can Offer:

* World Class Facility includes on site gyms, restaurants and community events
* Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
* Work in an up-beat, creative, and fun environment
* Benefits, include medical, vision, dental, 401K, and flexible spending

Job Summary

SHI has an exciting opportunity available in our new Break Fix Department as a Service & Repair Technical Manager! We are looking for a confident candidate who will be a part of the expanding responsibilities of developing and managing our Break Fix and Warranty repair process for both in and out of warranty products. This manager will help coordinate the service technicians and workload to ensure all projects run smoothly and meet customers' expectations. They also help to train new hires as they join the team. The role strives to provide world-class repair support for our customers.

This position is required to report to the SHI Piscataway office location.

Responsibilities/Job Function

Include but not limited to:

* Manage the daily operations of receiving, testing, fixing, shipping, and reporting for Break Fix units to customers and partners
* Manage overall operations for all Break Fix projects
* Manage the replacement parts ordering process and the parts depot through OEMs (Apple, Dell, HP, Lenovo)
* Asset management of all customer devices in/out of repair depot
* Provide guidance and training to Service Techs
* Manage Third Party Repair relationships and ensure those partners provide world class support
* Coordinate with other departments to ensure process runs smoothly
* Ensure that functional specifications of projects are accurately documented and meet customer business requirements and all quality and regulatory procedures are followed
* Regular check in and effective communication of progress or issues
* Coordinating workload for the staff
* Overseeing staff attendance
* Write up and discipline staff when necessary
* Monitor training modules in LEAP
* Maintain and develop training documentation
* Provide reporting for sales teams
* Will travel as required by the position

Qualifications/Minimum Skills Required

* Bachelor's Degree in technical field, or equivalent education and experience in a related field required
* 2 - 3 years of management/leadership experience
* 5+ years of working experience in installing, configuring and troubleshooting IT Hardware
* Experience managing a mix of vendors, contractors and full time/temporary employees
* Understanding of operating systems, boot processes and troubleshooting
* Candidate must be assertive and able to drive projects to completion while overcoming internal and external barriers
* Candidate should possess the ability to adapt quickly to changes and work as part of a team in a fast-paced environment, handling multiple issues simultaneously
* Excellent organizational skills
* Advanced Understanding of Lifecycle services
* Strong critical thinking/problem solving skills
* Ability to work individually without much direction while also working as part of a team towards a common goal
* Exceptional communication and organizational skills
* Professional demeanor and previous client-management experience
* Must be able to direct and motivate others
* Proven ability to troubleshoot IT Hardware
* Must be able to work in a team-oriented environment
* Proven ability to multi-task and set priorities is required
* Must pay close attention to details
* Microsoft Excel Experience
* Experience with a warehouse management system.
* Must be able to complete Forklift/Powered Industrial Truck Certification
* Proven ability to make business decisions based on customers' needs
* Proven ability to manage and launch initiatives, on a department wide basis, and hit deadlines
* Proven ability to motivate, lead and mentor
* Ability to learn fast and absorb knowledge on a daily basis
* Ability to travel as required by the position

Preferred Skills:

* Experience with the following applications is helpful, but not required
* Microsoft Dynamics AX and CRM
* Microsoft Office applications


* Microsoft Office SharePoint
* Experience with UPS, FedEx, DHL and 3rd party shipping software
* Experience with HAZMAT procedures
* Experience with LTL shipping companies
* Experience with International shipping procedures
* Ability to operate industrial power equipment
* Break fix/Warranty repair certifications with OEMs (Apple, Dell, HP, Lenovo)

Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

#LI-JM2