SERVICE OPERATIONS SUPERVISOR

Job Description

Job Description

MICRO CENTER is the nation’s leading computer and electronic device big box retailer! Our technology superstore has an industry-leading 40,000+ selection of premier computer products and the most knowledgeable staff in the business. Passion, Energy & Commitment describe life at Micro Center. We are passionate about customer service and developing long-term customer relationships. We are looking for those who are committed to these same values.

We are currently seeking a self-motivated, results-oriented SERVICE OPERATIONS SUPERVISOR in our Computer Service Repair and Knowledge Bar. It is Micro Center’s core promise to take care of our associates and customers, which has led to our success over the last 40+ years!

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The SERVICE OPERATIONS SUPERVISOR is responsible for the operational aspects, goals, and metrics of the Computer Service Repair Department.

MAJOR RESPONSIBILITIES:

• Provide strong leadership, coaching , and direction to a cross-functional team of 8–10+ employees and support staff to drive performance, maintain quality standards, and enhance customer satisfaction.
• Oversee all parts ordering, returns, and quality control processes to ensure timely execution and high standards in inventory management.
• Ensure customer service standards are consistently met, managing escalations and complex service issues with professionalism and empathy.
• Monitor and optimize department performance across key metrics, including customer satisfaction , repair productivity , revenue generation , and operational efficiency .
• Participate in hiring, onboarding, and staff development , ensuring all team members are equipped with knowledge and support to perform effectively.
• Assist in creating efficient scheduling to ensure optimal staff coverage during peak and non-peak hours.
• Maintain up-to-date technical certifications for the service team to ensure compliance and capability in servicing current technologies.
• Oversee the appearance, organization, and maintenance of the service department and parts room to reflect operational excellence.

EDUCATION & EXPERIENCE:

• High school diploma or equivalent. An associate's or Bachelor’s degree from a college or technical school is preferred.
• At least one year of related supervisory or management experience in a service facility, retail service department, or tech support environment is preferred. A+ and Apple certifications are required within 120 days of hire.
• Communication and Language Skills: Ability to communicate professionally, handle multiple customers and projects at once. Ability to read, analyze, and interpret general business periodicals, professional journals, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively communicate information verbally in one-on-one and small or large group situations to customers and other Micro Center Associates.
• Reasoning and Mathematical: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to carry out instructions furnished in written, verbal, or diagram form.
• Physical requirements: Ability to regularly lift and/or move up to 10 pounds, and occasionally lift up to 50 lbs., and stand for prolonged periods of time.
• Shifts include hours after and after the store is open to the public and may also include mornings, nights, weekends, and holidays.

MICRO CENTER OFFERS EXCEPTIONAL BENEFITS:

• Medical, Dental, and Vision Benefits Coverage for Regular Full-Time Associates
• 401K Plan with Company Match
• Paid Time Off
• Employee Discount that includes a Friends & Family Discount Program
• Tuition Reimbursement & Education Discounts
• Esteemed Vendor & Company Job Training
• Career Advancement Opportunities

OUR GROWTH OPPORTUNITIES:

At Micro Center, we empower our employees to set their sights high and blaze their trails. This is a place where your future success and growth are truly a result of your efforts and achievements. Our teams are made up of motivated individuals who work hard to advance their careers. Join our team and see how hard work, loyalty, competitive spirit, and unwavering commitment to the customer can take you and your career to new places.

Micro Center is an Equal Opportunity Employer.