Role, Purpose and Summary Objectives:

To manage the technical support for the repair business and support the general on going growth.
Own and develop relationships with all set top box manufacturers and manufacturers of related products.
Own the transfer of technical training and conformance of all repaired output.
Ensure that the strict accreditation and technical standards required by the set top box manufacturers are met and exceeded
Be the unit technical representative at all technical forums.
To ensure that all customers SLA and KPI`s are met and exceeded.
To lead, manage and develop the Technical Team within the Repair Centre, and create a culture of continuous improvement within which all team members are able to participate.

Key Relationships and Interfaces:

Account Director, Head of Repair and other managers on the account
Suppliers, particularly the Set Top Box manufacturers
Some Divisional staff and managers
Technical Trainers
Repair/Fault Finding Technicians - All levels
Technical and general service contacts in all manufacturers
Quality Manager

Budgetary Responsibility:
Ensuring that all Technical Equipment is purchased to budget, training carried out to business requirements and quality delivered within agreed KPI levels.
All investments in improvement activity have calculated payback

Accountabilities:

Direct involvement in the recruitment strategy for generating a successful and fully compliant workforce of multi skilled technicians.
Maintenance of Technical Databases to cover manufacturer specific Service Manuals, Engineering bulletins, software files ensuring that all elements of manufacturer accreditation are maintained.
Design and management of Technical Training Centre to develop existing staff and new recruits.
Maximising the Repair Centres development potential by ensuring all industry trends and changes are monitored and incorporated into the Continuous Improvement Plan
Ensure there is a robust training and development programme at all levels
Support and influence layout / configuration of Repair Centre
Provide reporting fault trends and set top box failure rates based on model type and business stream
Control all manufacturer audits and training records
Technology focus at industry events on behalf of the client
Man marking of key technical contacts with set top box manufacturers and technical products
Supporting the Head of Repair
Ensuring all new products are introduced on time and in budget, and with technical support

Qualifications and Experience

Experience within a fast moving electronic consumer product repair environment including people management
Proven experience at building relationships with Set Top Box manufacturers
Sound understanding of reverse logistics trends and activities
Demonstrable Technical experience within a high volume fast moving environment (Ideally IT, Set Top Box or Telecoms related)
Continuous improvement - proven capability of process design, process improvement
Sound understanding of Health and Safety legislation
Sound understanding of training and motivating a team to achieve the goals
Experience of managing large technical teams
Ideally degree qualified in Maths/ Science
Technical qualification (Ideally production or engineering)
Communication skills
Ability to adapt and change rapidly
Highly customer focussed

Start Date: 30-11-2009
Duration: n/a
Reference: 54890
Industry Sector: Engineering - Electronic
Salary: £40000 to £45000 per annumad_resource=666251287370c3256382b9b8ea38a927

Contact details

• Email: james.whittle@nes.co.uk

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