Position: GSC Technical Team Lead

Status: Permanent Full Time

Hours of Work: Monday to Friday (Flexibility to work Weekends and Afternoon shifts as required)

Department & Location: Geek Squad City, Brampton Ontario

Position Summary

The GSC Technical Team Lead will be directly responsible for monitoring, planning and executing schedules and maintaining a positive working environment to achieve department and organizational goals. The Team Lead will ensure that expectations are clearly defined, SOP’s are followed, performance and productivity is monitored, and that focused coaching is provided when necessary. They will also promote task resolution and provide motivational support as required to complete these tasks. This role requires an individual who is technical repair expert.

The GSC Technical Team Lead must, have sound knowledge of technical repair process including the use of Smarts, have exceptional customer service skills and is able to recognize, escalate and provide recommendations to resolve process deficiencies. They will display knowledge of shipping, quality audits, detailing, product testing, billing, store communications, and will participate in team sharing exercises with their first team (the other Team Leads) to encourage and build the leadership within Geek Squad City.

Key Responsibilities

• Determine the daily workload of the team through reporting and physical observation
• Assign tasks, monitor performance and work alongside team to ensure KPI’s are met
• Responsible for overseeing and assisting with the diagnosis, and repairing of electronics, ensuring Industry Standards are met or exceeded.
• Train and support associates to successfully carry out their job duties
• Assist others in the resolution of problems related to established processes and procedures, technical or equipment problems etc.
• Recommend improvements in workflow, processes, and procedures.
• Provide feedback to the corresponding Supervisor regarding associates and team performance based on their observations and interactions.
• Promote a positive work environment through actions and attitude
• Assists in the development and implementation of policies and procedures for the department.
• Produce reports by collecting data pertaining to the key performance metrics of the team (e.g. Productivity/Quality reports).
• Complete all paperwork and documentation thoroughly, accurately and in a timely manner.
• Maintain a safe environment for associates and visitors, keep all work areas clean, neat, and organized.
• Identify security risks and take appropriate corrective measures where required.

Required Skills & Experience

• Minimum 2 years’ experience repairing consumer electronics (laptops, desktops, tablets).
• Minimum 2 years experience working in a service centre or similar environment

• Grade 12 or equivalent (A combination of relevant education, training and experience)
• Consumer Electronics Diploma and A+ certification.
• Displays knowledge of client unit processing; shipping, repairing, billing, quality control, data back-up, data recovery.
• Familiarity of 5S business methodology
• Computer Applications: Windows Control software and internet browser, Microsoft Office

• Must have excellent verbal and written communication skills
• Must be able to lift up to 50lbs unassisted

• Proven ability to work well under pressure; strong attention to detail; and enjoy repetitive tasks
• Previous leadership experience is an asset
• Excellent knowledge of repairs of various brands of laptops, desktops
• Customer service experience an asset.