Senior Professional, CS Technical Support

Position Summary

Role and Responsibilities

Key Responsibilities

Carrier and Operations Management

•Manage day-to-day carrier repair operations to support timely repairs, consistent execution, and service quality.

•Monitor and improve key performance indicators, including turnaround time, repair yield, performance against annual and monthly plans, and forecast accuracy.

•Analyze operational trends, repeat repairs, and carrier feedback to identify root causes and implement improvements.

•Forecast service volumes by product, program, and season to support capacity and peak-season planning.

•Partner with Parts, Inventory, and Logistics teams to anticipate demand and support timely repairs.

Customer and Partner Management

•Manage relationships with service partners, vendors, authorized service centers, and other service network participants.

•Communicate performance expectations and work with partners to improve service quality, operational consistency, and customer outcomes.

• Lead partner meetings and business reviews, track action plans, and follow up on commitments.

Support contract compliance, billing, and financial planning activities.

• Resolve escalated issues involving service delivery, customer experience, and repair processes.

Technical Support and Service Readiness

•Monitor recurring defects and repeat repairs, working with relevant teams to identify solutions and strengthen repair capabilities.

•Analyze the use of high-cost parts and recommend improvements to repair practices and service costs.

•Share technical and operational insights with service partners and internal teams.

•Support service readiness for new products, programs, and repair processes.

Team Leadership and Collaboration

•Manage and develop team members through coaching, direction, and performance feedback.

•Coordinate regional and field service support activities to meet service network priorities.

•Collaborate with Customer Care, Finance, Legal, Compliance, Warranty, Product Management, Training, IT, Logistics, and Parts Operations to resolve issues and improve service delivery.

•Lead projects and process improvements that strengthen service quality, efficiency, and the carrier experience.

•Prepare reports and present performance trends, risks, and improvement plans to leadership.

Skills and Qualifications

Minimum Qualifications

•Bachelor’s degree and at least eight years of related experience, or a master’s degree and at least six years of related experience.

•Experience in repair operations, technical support, partner or vendor management, or a related service environment.

•Experience leading teams, projects, or cross-functional initiatives.

•Experience working with internal or external customers or vendors to improve performance and service quality.

•Ability to analyze operational data, identify root causes, and develop practical improvement plans.

•Strong communication, organizational, problem-solving, and project management skills.

Preferred Qualifications

•Degree in business, technology, engineering, or a related field.

•Experience in consumer electronics, technology, or another service-driven industry.

•Familiarity with mobile repair operations, forecasting and production planning, and authorized service center networks.

•Experience supporting technical training, new product service readiness, and repair process improvements.

•Proficiency in Microsoft Office, including Excel and PowerPoint, and experience with operational reporting tools.

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