Supervisor, Operations

Zebra Technologies; Wilmington (DE); Hybrid; USD 77,000 - 115,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive benefits

Job summary

Zebra Technologies is seeking an experienced Field Service Supervisor to lead a team delivering on-site diagnostics, repair and customer support across assigned territory. The role emphasizes people leadership, quality metrics, and hands-on technical skills.

The candidate will oversee up to 10 technicians, drive performance, mentor staff, and coordinate with cross‑functional teams. Travel 75%–100% locally is required; a related associate degree or equivalent supervisory experience is expected.

Qualifications

• Associate’s degree or equivalent supervisory experience in related industry.
• 6+ years of experience including 2–4 years in technical field service/repair and at least 1 year in a team lead/supervisory role.
• A+ certification or willingness to complete.
• Strong communication, problem solving and decision making skills.
• Ability to travel 75%‑100% locally across territory.

Responsibilities

• Team Oversight: Manage up to 10 employees/contractors, hiring, onboarding, training, daily work assignment, and engagement.
• Performance Management: Coach, evaluate performance, conduct appraisals, and coordinate with HR on promotions/discipline.
• Mentorship: Serve as escalation point and mentor Field Service Technicians; model Zebra culture and values.
• Operational Execution & KPIs: Track progress and analyze data to meet SLAs and site KPIs; prepare leadership reports.
• Inventory & Compliance: Manage parts inventory; ensure compliance with internal standards, safety regulations, 6S and ISO standards.
• Cross-Functional Collaboration: Coordinate with shifts and functions; support NPI/NSI.
• Technical Service & Customer Support: Diagnose issues, perform repairs/updates onsite; train customers on device operation.

Skills

Team leadership

Communication

Problem solving

Decision making

Customer service

MS Office

Education

Associate’s degree or equivalent supervisory experience

Tools

MS Office

Job description

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.

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.
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.
  

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 & 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).
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].
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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].
$76,640.00 - $114,960.00 Annual
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 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.
We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.
To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.
Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.