Repairs Centre Manager

As part of developing the organisational structure, we are looking to recruit an enthusiastic and highly motivated Repair Centre Team Manager.

Overview

To run day-to-day operation of the Cambridge Service Centre, ensuring its performance is meeting the agreed Customer Service Level Agreements and business KPI’s. As a manager, the role will involve the line management of repairs centre staff providing supervision, resource allocation and performance reviews. The role is expected to be customer facing and act as a key contact point for Sepura’s customers relating to any issues they may have relating to the Repair Services and liaise with other departments across the business. Come and join Sepura Ltd at an exciting time of growth and progress your career within this innovative technology company, based in Waterbeach, Cambridge.

Role

• Manage the team that undertake the repairs services which Sepura provides to its customers.
• Manage the capacity and resourcing across the team to ensure that delivery of its outputs in an effective and efficient manner that meets internal, and contractual service levels.
• Take a lead customer facing role for the repairs team services, liaising with Sepura’s customers to provide reporting on the services, planning for service requests and management of service incidents or escalations through to resolution.
• Have responsibility for Health and Safety, environmental, security and quality management within the Sepura Repair Centre to maintain compliance and develop working practices as requirements evolve.
• As manager take responsibility for recruitment, setting objectives, performance appraisal, and staff development in the team.
• Monitor and manage the Repair centre costs to achieve the financial goals/objectives of the Repair Centre including the management of stock held by Repairs.
• Drive improvements across the teams working practices, including introduction of new process and systems to develop the performance and evolving customer expectations.
• Oversee the introduction of new products and product updates for repair services, working with the team to assess service impact and liaison with engineering teams.
• Communicate and liaise effectively with departments across Sepura to provide reporting and support to the business.
• Support commercial discussions with customers, prospective partners and Sepura business development managers as part of tender responses and liaise with Sepura’s partners that manage regional repair centres.
• Liaise with Sepura’s repair centre partners to oversee the management of repair arrangements in regions and ensuring the effective administration and support of contractual obligations.
• Organise and facilitate the delivery of repair training to staff from Sepura’s repair centres when required.

Day to Day

There is no typical day here at Sepura. You will be supported by your manager and team, as well as collaborating with other departments across the business. This job may involve occasional travelling so the successful applicant will have a full, clean driving licence, their own car, and valid passport. Travel expenses will be paid.

Qualifications

• Relevant Electronics qualification. Minimum ONC or equivalent.

Experience and Skills

• Supervision of staff in a manufacturing / repair workshop environment for electronic telecommunications equipment.
• Customer facing experience in a B2B environment working with international partners.
• Demonstrable experience in setting and delivering high levels of operational performance with a team.
• Track record in managing a team, developing both staff and the overall team performance.
• Experience of working to develop and implement services to meet service level agreements .
• Knowledge about implementing service workflows within a modern ERP business system.
• Proficient with Microsoft Office applications, including for managing communications and data analysis.
• A data driven approach to understanding and tracking service performance metrics.
• Commercial awareness to managing costs and pricing for services.

Nice to have

Qualifications

• Degree or equivalent in an engineering discipline.
• Relevant qualifications to Repair services, e.g. IPC certification, auditor training, ITIL.

Experience and Skills

• Background in Electronics and manufacturing/fault-finding techniques and repair of products down to component level.
• Knowledge of Microsoft Dynamics AX / 365 environment and Power Applications.
• Familiarity with preparing and delivering presentations to customers and partners.
• Experience of leading a positive workplace culture and increasing employee satisfaction.
• Project management experience.

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