Apply on Employer Site

Arrow International, Inc. · 1 day ago

Service Technician Supervisor, Carlsbad, NM

Carlsbad, NM

Full-time

Onsite

Mid, Senior Level

3+ years exp

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. The Service Technician Supervisor – Gaming is responsible for overseeing a team of technicians who diagnose, repair, and service consoles and related equipment, ensuring quality standards and high customer satisfaction.

Consumer GoodsE-CommerceRetail

Responsibilities

Oversee Daily Operations: Provide strategic oversight of day-to-day technical service operations, ensuring efficient workflow, technician coverage, and alignment with service-level objectives

Technical Leadership & Expertise: Serve as the subject matter expert in diagnosing and resolving complex issues related to gaming systems and consoles, including hardware malfunctions, power supply failures, thermal regulation, and disk drive performance. Develop and implement standardized troubleshooting protocols to ensure consistent repair outcomes

Quality Assurance & Compliance: Supervise repair processes and ensure adherence to internal quality control standards and manufacturer specifications. Apply independent judgment to resolve deviations, identify root causes, and implement corrective and preventive measures

Training & Development: Lead technician training initiatives, including onboarding, ongoing education, and procedural updates related to diagnostic tools, firmware/software updates, and repair best practices

Customer Service Oversight: Monitor service delivery performance, analyze customer feedback, and directly manage escalated service issues to ensure high levels of customer satisfaction

Safety & Regulatory Compliance: Ensure technician activities comply with applicable safety protocols, company policies, and relevant regulatory standards, fostering a culture of accountability and continuous improvement

Reporting & Metrics: Compile and analyze operational performance data, prepare service reports, and provide regular updates to management with insights and recommendations for process improvements

Qualification

Gaming console repairQuality assuranceTechnical leadershipElectronics certificationRepair management softwareCustomer serviceNetwork setupLeadership skillsOrganizational skillsCommunication skills