General Job Description:

The Lead Technician is responsible for overseeing the technical aspects of the laptop refurbishing and repair operations. The position involves managing technical duties, providing customer support, delivering technical training to technicians, assisting with machine builds and advanced repairs, ensuring technicians are supported and following established Standard Operating Procedures (SOPs).

The successful candidate will help the Operations Manager ensure that all technical work is executed accurately and to a high standard, while also demonstrating a strong ability to communicate with customers and team members.

Our product line is largely Windows 10 / 11 laptops. Extensive experience with imaging, software installation, and hardware repair is a must for the position.

Duties & Responsibilities:

• Oversee technical duties including maintenance, repair, and building of orders.
• Provide excellent customer support, answering customer queries and addressing any concerns in a timely and professional manner.
• Deliver technical training to technicians, ensuring they are fully trained on all aspects of the job and up to date with the latest technical developments.
• Provide support to technicians, helping them troubleshoot technical issues and offering guidance and advice as required.
• Help the operations manager ensure all Standard Operating Procedures (SOPs) are being followed, leading by example.
• Ensure production support, by actively building machines alongside with the other technicians and individually when free to
• Ensure orders are built to spec and meet SLAs
• Ensure company and build standards are being met by technicians
• Demonstrate strong communication skills, both written and verbal, with customers, team members, and other departments.
• Follow established processes and procedures, while actively seeking to improve and optimize procedures where possible.

Skills:

• Detail oriented
• Strong communication skills.
• Ability to problem solve and organize workload of team to meet deadlines
• Must be able to lift up to 50 pounds
• Experience with laptop imaging (Windows) and repair a must
• Experience with ticketing systems a must
• Proficient with Excel and data management
• Experience with ERP systems a plus
• Proficient with Excel and data management

Education & Training:

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or related field is a plus.
• Minimum of 2 years’ experience in computer repair, IT or related field.
• Proficient in Microsoft Office suite and warehouse management systems.

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as assigned by their supervisor.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Farmingdale, NY 11735: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance