Computer Repair Expert Manager ( Tier 3 )
PlanITROI LLC
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Benefits offered by this job
Job summary
PlanITROI LLC in Youngsville, NC seeks an exceptional Computer Repair Expert Manager who blends hands-on Tier 3 technical mastery with outstanding leadership to deliver world-class repairs and drive a high-performance operation.
You’ll lead audit and repair teams, manage productivity, quality, and ongoing staff development while shaping processes and equipment for exceptional results in a high-volume environment.
Qualifications
- 5+ years of professional computer hardware repair or refurbishment experience.
- Demonstrated Tier 3 repair capability across major platforms.
- Proven leadership and team development experience.
Responsibilities
- Lead audit and repair teams (approx. 12 audit, 10 repair technicians).
- Own repair productivity, quality, and technician development.
- Set and meet daily/weekly/monthly repair production goals.
- Train technicians to perform increasingly complex repairs.
Skills
Tools
Job description
You know what exceptional computer repair looks like. You diagnose problems others cannot solve, identify the root cause of failures, and take pride in your craftsmanship. You also know what extraordinary technicians can accomplish with the right leadership, tools, training, and environment.
That’s our mission at PlanITROI.
At our Center of Excellence in Youngsville, North Carolina, we’re bringing together elite technicians, advanced repair equipment, innovative technologies, and smarter production processes to create an extraordinary repair and refurbishment operation.
We’re looking for an exceptional Computer Repair Expert Manager who combines hands‑on Tier 3 technical mastery with outstanding leadership, innovation, and the ability to deliver world‑class results.
This is an opportunity to build something meaningful, grow your career, and be rewarded for the expertise and value you bring.
You’ll lead our audit and repair teams, currently consisting of approximately 12 audit employees and 10 repair technicians.
You’ll own repair productivity, technical excellence, quality, technician development, continuous improvement, and the financial results of the operation.
You’ll do more than lead a repair team; you’ll help build the world’s greatest repair and refurbishment operation. Your technical expertise, leadership, and innovation will transform how repairs are completed, elevate technicians into elite performers, drive extraordinary productivity and quality, and maximize the value recovered from every device. You’ll have the opportunity to shape an operation, develop exceptional people, deliver measurable business results, and build a career that grows alongside the company.
Your technical expertise makes you the leader technicians turn to for difficult repairs and advanced troubleshooting.
- Personally diagnose, troubleshoot, repair, test, and complete computers—from simple hardware replacements to advanced Tier 3 repairs.
- Lead technicians in completing routine, intermediate, and complex repairs across laptops, desktops, and other supported equipment.
- Solve challenging failures involving motherboards, displays, keyboards, batteries, charging systems, power circuits, and other components.
- Demonstrate component‑level repair expertise and guide advanced board‑level repairs.
- Identify root causes, develop repeatable solutions, and resolve technical escalations.
- Set clear repair completion goals for yourself and your technicians.
- Train technicians to independently complete increasingly complex repairs.
- Ensure repairs are tested, documented, and moved efficiently to the next production or independent quality‑control step.
Our established production target is 22 or more successfully repaired units per technician per day for applicable production work, supported by efficient workflows, available parts, and advanced workstations.
- Own daily, weekly, and monthly repair production commitments.
- Lead technicians toward achieving and exceeding established production goals.
- Establish measurable completion targets for simple and complex repairs, accounting for technical difficulty and work mix.
- Manage equipment flow through audit, triage, testing, repair, imaging, and grading.
- Align staffing, technician skills, bench capacity, parts availability, and incoming volume.
- Implement efficient batch‑repair methods and eliminate bottlenecks, waiting time, and repeated handling.
- Continuously improve throughput, repair yield, turnaround time, and first‑pass quality.
Exceptional operations are built by exceptional people who continuously improve.
- Recruit, assess, train, coach, and develop high‑performing repair and audit technicians.
- Lead by example, working alongside your team and demonstrating advanced repair methods.
- Establish clear expectations and a culture of ownership, accountability, teamwork, and continuous improvement.
- Develop structured training, practical skills assessments, repair videos, SOPs, and technician skills matrices.
- Help technicians progress toward more advanced technical work and greater productivity.
- Recognize achievements, provide constructive feedback, and maintain consistently high standards for quality, reliability, organization, and safety.
- Demonstrate excellence, establish clear standards, and inspire your team to exceed expectations every shift.
We believe elite technicians deserve an environment designed for outstanding performance. You’ll help implement an advanced workstation environment, beginning with a three‑technician pilot and scaling successful improvements.
- Design efficient layouts supporting parallel repairs and batch‑repair workflows.
- Establish professional workstation standards: 36‑inch white benches, adjustable monitors, flexible power and network connectivity, and organized parts storage.
- Equip technicians with professional‑grade tools, including iFixit kits and specialized equipment for complex repairs.
- Maintain clean, safe, organized, and well‑stocked workstations.
- Use authorized repair recordings, technician feedback, and production data to improve methods and training.
- Evaluate specialized fixtures, jigs, and technologies that make repairs faster, safer, and more consistent.
We want a curious, resourceful leader who sees opportunities to improve how repairs are performed.
- Research advanced diagnostics, repair techniques, automation, robotics, and AI‑assisted technologies.
- Identify opportunities to improve speed, quality, consistency, and productivity.
- Develop repeatable repair processes for common failures and advanced technical challenges.
- Build a searchable knowledge base using OEM resources, iFixit, repair videos, and proven internal solutions.
- Use repair data, workstation observations, and quality findings to drive improvements.
- Test new approaches, measure results, and scale successful innovations.
Exceptional repairs begin with accurate information, proper diagnosis, and reliable processes.
- Lead accurate equipment audits, including serial numbers, specifications, and condition.
- Ensure correct diagnosis, triage, repair routing, and OEM parts identification.
- Make economically sound repair decisions using labor, parts costs, fair market value, and our repair threshold calculator.
- Maintain reliable testing, grading, serialized tracking, and chain‑of‑custody records.
- Partner with independent Quality Control to improve first‑pass quality and eliminate recurring defects.
- Follow approved data sanitization and authorized device‑lock resolution procedures.
- Support applicable NIST 800‑88, R2v3, NAID AAA, ISO, ESD, lithium battery, and workplace safety requirements.
Quality Control operates independently of production to maintain objective verification.
- Increase the number and value of economically justified completed repairs.
- Improve repair yield, labor productivity, turnaround time, and work‑in‑process conversion.
- Reduce unnecessary parts expenses, rework, repeated handling, and labor cost per unit.
- Accelerate the movement of completed saleable equipment through production.
- Track throughput, technician performance, repair quality, triage accuracy, parts accuracy, and production costs.
- Identify and implement improvements that increase value recovery, efficiency, and profitability.
Your success will be measured by the results you deliver—personally and through your team. You’ll be accountable for completing simple and complex repairs, achieving our target of 22+ successfully repaired units per technician per day for applicable production work, and consistently meeting daily and weekly repair completion goals. You’ll drive improvements in first‑pass repair success, repair yield, quality, accuracy, turnaround time, parts accuracy, workflow efficiency, and labor cost per unit while reducing defects and rework. You’ll develop technicians capable of independently completing increasingly advanced repairs, introduce measurable improvements in tools, workstations, training, and repair processes, and increase value recovery, productivity, and profitability—all while maintaining exceptional quality, safety, and data security standards.
- Demonstrated hands‑on Tier 3 computer repair expertise. This is an absolute requirement.
- 5+ years of professional computer hardware repair or refurbishment experience.
- Advanced diagnostics and repairs across major OEM platforms, including Dell, HP, Lenovo, and Apple.
- Proven ability to personally complete routine and complex repairs, including component‑level troubleshooting and guiding advanced board‑level work.
- Ability to demonstrate advanced repair techniques and develop other technicians.
- 2+ years leading a technical repair, refurbishment, or production team.
- Demonstrated success achieving measurable productivity, quality, and completion goals.
- Experience improving production processes, developing technicians, and increasing efficiency.
- Strong coaching, communication, problem‑solving, organization, and follow‑through.
- Consistently high standards, personal ownership, and enthusiasm for hands‑on leadership.
- Working knowledge of production reporting, inventory systems, data sanitization, and repair safety.
- High‑volume computer repair, ITAD, asset recovery, or electronics refurbishment.
- Advanced board‑level repair, server repair, or specialized diagnostics.
- Technical training programs, repair videos, and knowledge‑based development.
- Advanced workstations, automation, repair fixtures, or emerging technologies.
- Lean, Six Sigma, or other continuous improvement experience.
- R2v3, NAID AAA, ISO, Microsoft Authorized Refurbisher, or related programs.
- Relevant OEM repair or CompTIA certifications.
We’re committed to attracting elite talent and offering compensation above the market for comparable positions, recognizing the expertise, leadership, and value you bring.
We value measurable performance, productivity, innovation, and the financial results you help create. We want exceptional contributions to be recognized and rewarded.
Our benefits are designed to support your health, well‑being, financial security, and life outside of work—because a great career should contribute to a great life.
As PlanITROI grows, you’ll have opportunities to grow with us—expanding your leadership responsibilities, developing new capabilities, contributing to strategic initiatives, and pursuing advancement within the organization.
You’ll help shape the team, tools, technologies, and processes behind a world‑class repair operation while extending the life of technology, reducing waste, and making computing equipment more accessible.
You’ve mastered complex repairs. You’ve developed your technical expertise. You know what exceptional performance looks like. Now imagine using that experience to build and lead an elite repair operation.
Grow your career. Be rewarded for your contributions. Help us build the world’s greatest repair and refurbishment operation.
PlanITROI offers a comprehensive benefits package, including health insurance, a 401(k) with company match, paid time off, and more. We are an Equal Opportunity Employer and value diversity at all levels of the organization.
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