Repair Station Manager

JOB DESCRIPTION:
Responsible for managing repair station personnel and ensuring outstanding service to customers after sales, delivery and installation of IS&S products.
? Provide leadership for the Internal Customer Service Organization consisting of Repair Station Administrators, and DMIRs in the attainment of goals with respect to revenue, product support, quality, asset management, safety, compliance and customer service.
? Serve as primary point of contact for customer support with frequent communication with the customer regarding product performance, sparing requirements, repair order status, contract performance, required reporting, etc.
? Coordinate creation, delivery and distribution of required product support items, including by not limited to:  Return to Service test equipment, Illustrated parts lists, component maintenance manuals, and service bulletins.
? Select, hire, train, develop, and provide ongoing leadership and direction of assigned personnel.
? Ensure assigned employees are aware/comply with all IS&S, government, customer and other applicable policies, procedures, rules and regulations.
? Identify training needs, help develop training programs and assist in training of employees.
? Ensure communication of key business/customer issues to employees.
? Establish an environment conducive to employee participation and facilitate the development of teams.
? Ensure the Customer Service/ Product Support Organization achieves the following:
? Complete Satisfaction of all IS&S customers.
? Act as a liaison between customers/installers and other departments of IS&S.
? Support all customer needs (AOG support, technical support, repair scheduling).
? Timely and accurate completion of repairs and upgrades.
? Manage and maintain rotatable stock and material provisioning to support loan and exchange requirements.
? Administer warranties and work with Business Development on quotations for non-warranty repairs.
? Insure customer technical questions of IS&S products are properly answered via phone, fax, e-mail, etc.  Proper resolution of these questions is achieved by troubleshooting technical problems and issues and determining a technical solution in accordance with product and customer specifications.
? Provide information as required to all departments regarding failure analysis, warranty status, and repair costs.
? pment, Illustrated parts lists, component maintenance manuals, and service bulletins.
? Select, hire, train, develop, and provide ongoing leadership and direction of assigned personnel.
? Ensure assigned employees are aware/comply with all IS&S, government, customer and other applicable policies, procedures, rules and regulations.
? Identify training needs, help develop training programs and assist in training of employees.
? Ensure communication of key business/customer issues to employees.
? Establish an environment conducive to employee participation and facilitate the development of teams.
? Ensure the Customer Service/ Product Support Organization achieves the following:
? Complete Satisfaction of all IS&S customers.
? Act as a liaison between customers/installers and other departments of IS&S.
? Support all customer needs (AOG support, technical support, repair scheduling).
? Timely and accurate completion of repairs and upgrades.
? Manage and maintain rotatable stock and material provisioning to support loan and exchange requirements.
? Administer warranties and work with Business Development on quotations for non-warranty repairs.
? Insure customer technical questions of IS&S products are properly answered via phone, fax, e-mail, etc. Proper resolution of these questions is achieved by troubleshooting technical problems and issues and determining a technical solution in accordance with product and customer specifications.
? Provide information as required to all departments regarding failure analysis, warranty status, and repair costs.
PROFESSIONAL REQUIREMENTS:
 
? Bachelor of Science in Business/ Engineering or Equivalent Experience.
? Five (5) to ten (10) years experience.
? Experience managing technicians
? Previous troubleshooting experience with circuit board assemblies.
? Previous experience with complex electronic boards.
? Problems solving capabilities.
? Adaptable and flexible work hours.
? Good interpersonal skills
? Excellent organizational, communication and customer service skills.
? Working knowledge of Microsoft Office
? Experience with ISO 9000.
?   Aviation Experience a Plus!