Supervisor, Operations

Zebra Technologies Corporation; North Carolina; Hybrid; USD 77,000 - 115,000; Full time

Benefits offered by this job

Hybrid work

Summer Fridays

Focus Fridays

Well-being day

Community service days

Health insurance

Compensation

Parental leave

Employee assistance program

Paid time off

Job summary

Zebra Technologies Corporation seeks a Field Service Supervisor to drive day-to-day field repair operations, lead a team of technicians, and ensure high-quality service delivery. You will diagnose, repair, and train customers on Zebra devices at customer sites while meeting KPIs and safety standards.

The role requires 6+ years in field service with at least 1 year in supervision, a related associate degree, and a willingness to travel 75–100% locally. A+ certification is a plus.

Qualifications

• Associate’s degree in a related field or equivalent supervisory experience.
• 6+ years of experience, including 2–4 years in technical field service/repair.
• Minimum 1 year in a team lead or supervisory role.

Responsibilities

• Oversee up to 10 technicians/contractors and manage hiring, onboarding, and daily work assignments.
• Coach performance, conduct appraisals, and partner with HR on promotions and disciplinary actions.
• Mentor Field Service Technicians and model Zebra's culture and values.
• Monitor progress and analyze operational data to meet customer SLAs and site KPIs; report gaps to leadership.
• Proactively manage parts inventory and ensure ISO 6S and safety compliance.
• Collaborate with peers across shifts to optimize site performance and support NPI/NSI.
• Diagnose complex issues, perform repairs at customer sites, and provide training on device operation and maintenance.
• Escalate and analyze complex site surveys and service issues; maintain logs.

Skills

Team leadership

Field service

Performance analytics

ISO standards

Communication

A+ certification

Education

Associate’s degree or equivalent supervisory experience

Job description

Overview: At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

What We're Looking For

Manages the day-to-day execution of Zebra’s field repair operations, providing direct oversight and accountability for team productivity, quality, and KPIs. This hybrid role actively leads a team of field technicians while also providing advanced onsite diagnosis, repair, and customer support for Zebra devices and solutions.

Leadership & Team Management

Team Oversight: Manages up to 10 employees/contractors. Directly responsible for hiring, onboarding, training, daily work assignment, and engagement.

Performance Management: Evaluates subordinate performance, provides coaching, conducts appraisals, and partners with HR on personnel actions (promotions, discipline).

Mentorship: Acts as an escalation point and assists in training/evaluating Field Service Technicians. Models Zebra's culture and values.

Operational Execution & KPIs

Performance Tracking: Monitors progress and analyzes operational data (WIP, hold reports) to ensure all customer SLAs and site KPIs are met. Prepares reports for leadership to address performance gaps.

Inventory & Compliance: Proactively manages parts inventory. Ensures compliance with internal standards, safety regulations, and continuous improvement practices (including 6S and ISO standards).

Cross-Functional Collaboration: Collaborates with peers across shifts and functions to optimize site performance and supports New Product/Service Introductions (NPI/NSI).

Technical Service & Customer Support

Advanced Diagnostics & Repair: Evaluates service requests, diagnoses complex issues, and performs physical/mechanical repairs, retrofits, and software updates on Zebra products at customer sites.

Customer Interaction: Delivers excellent customer service, communicates repair status, and provides comprehensive training to customers on device operation and maintenance.

Complex Escalations: Assists with complex site surveys, depot repair quality analysis, proof of concepts, and escalated service issues. Maintains accurate logs of repair activities and symptom codes.

Job Requirements

Education: Associate’s degree in a related field or equivalent supervisory experience in a related industry.

Work Experience: 6+ years of experience, including 2–4 years in technical field service/repair and a minimum of 1 year in a team lead or supervisory role.

Key Skills and Competencies

Technical Skills: Intermediate MS Office skills, knowledge of quality/statistical analysis tools, and working knowledge of ISO standards.

Soft Skills: Effective written/verbal communication, positive customer interaction, and strong problem-solving and decision-making abilities.

Certifications: A+ (or willingness to complete).

Physical & Travel Requirements

Travel: 75% - 100% local travel within assigned territory. Must have reliable transportation, carry spare parts, and maintain a driving record that meets Zebra’s policies.

Physical: Must be physically able to climb, bend, kneel, and lift/carry up to 50 lbs. Must be able to work at heights from ladders (up to 10 ft) and operate scissor/boom lifts (up to 60 ft).

Equal Opportunity Employer

Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law.

If you are an individual with a disability and need assistance in applying for a position, please contact us at [e-mail].

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [e-mail].

Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf Conozca sus Derechos: https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf

Pay Range

Pay Range: $76,640.00 - $114,960.00

Annual Incentive Compensation

In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 10% of base pay, in accordance with the terms of the applicable incentive plan.

Zebra Total Rewards

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work. Salary offered will vary depending on your location, job-related skills, knowledge, and experience. Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long‑term incentive equity awards.

Benefits

• hybrid work
• adaptable hours
• Summer Flex Fridays
• Focus Fridays
• an annual companywide well-being day to promote revitalization and success
• community service days
• the traditional insurances
• compensation
• parental leave
• employee assistance program
• paid time off offerings depending on the country where you work

About Zebra

Zebra provides the foundation for intelligent operations with an award-winning portfolio of connected frontline, asset visibility and automation solutions. Organizations globally across retail, manufacturing, transportation, logistics, healthcare, and other industries rely on us to deliver outcomes today while driving innovation for what's next. Together with our partners, we create new ways of working that improve productivity and empower organizations to be better every day.