Depot Repair Lead

Department: TSC Reports To: Repair Depot Supervisor FLSA: Hourly Non-Exempt Hours of Work: Monday-Friday 7:00am to 4:00pm Location: Norcross, GA Who We Are Telaid helps enterprise clients accelerate technology adoption to achieve their business objectives. We design, deploy and support critical technologies, reducing time, task, cost and risk associated with managing technologies in complex, multi-site environments. But Telaid is not your ordinary technology integrator. Committed to excellence, our vision is to be a people first, customer obsessed company with great (not perfect) leaders who strive to provide the best possible experience for our employees, partners and customers. We’re working hard to build and maintain a culture of integrity, trust and accountability that attracts, trains and retains the right employees for the right roles. If you’re looking for a great place to work, learn and advance your career, get to know Telaid! Our Core Values are – Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing Summary of Position The Depot Repair Lead is responsible for managing day-to-day operations concerning the triage and repair of devices, the processing of warranty and RMA orders, and personnel supporting these functions in the Depot Repair. This role provides oversight and guidance to Depot Repair team members, ensuring Depot Repair processes are executed efficiently and accurately. Responsibilities include managing defective inventory, maintaining documentation, identifying process improvements, and mentoring team members to enhance overall department effectiveness. Primary Duties and Responsibilities Act as an example of Telaid Core values. Train and direct Depot Repair staff to ensure that all tasks assigned are processed correctly. Assist in addressing any problem areas in Depot Repair: receiving, triage, warranty, transfers, repair, RMA orders and quality control processes to ensure that all tasks are performed correctly. Escalate problems when necessary to ensure requests are processed correctly and on time. Oversee day-to-day depot repair operations and ensure timely processing of Depot Repair tasks, prioritizing based on customer need and SLAs. Serve as point of contact with manufacturers, warranty providers, and internal teams for issue resolution and process escalation. Review and validate warranty claims, ensuring compliance with OEM and Telaid standards. Facilitate creation of outbound warranty orders and coordinate shipping logistics. Monitor aging warranty tickets, proactively following up to resolve delays and exceptions. Track and report performance metrics, inventory levels, and warranty trends to supervisors and senior leadership. Identify opportunities to streamline Depot Repair processes, reduce turnaround times, and improve customer satisfaction. Provide guidance, mentorship, and training to junior new team members. Assist in cross-training and workforce planning to maintain coverage and efficiency. Perform other duties as assigned by management. Skills and Personal Attributes Proficient in Microsoft Excel and Microsoft Outlook Knowledge of Warranty or RMA processes preferred Strong attention to detail Strong organizational skills Strong written and oral communication skills Technologically inclined Work well with others Willing to work overtime as needed Education and Experience High School Diploma or equivalent required. 2+ years of supervisory experience Warehouse, staging, or repair experience preferred Prior knowledge of the telecommunications field is a plus Additional Requirements Capable of lifting up to 50 lbs Ability to read small and fine print Benefits 401k with employer matching and Profit Sharing Medical, Dental, Vision, Life and Disability Insurance Benefits Employee Assistance Program (EAP) Paid Time Off (PTO) Other Voluntary Benefits: Critical Illness and Accident Insurance Pet Insurance Bark – Parental controls to ensure online safety for kids N…

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