Retail Computer Service Manager

Kforce is a professional staffing services firm offering Technology and Finance & Accounting jobs with top employers nationwide. We specialize in providing contract, contract-to-hire and direct placement opportunities, with over 50 years of experience in the staffing industry.

A Kforce Madison Heights, MI retail client is seeking a Retail Computer Service Manager for a direct-hire position. This individual will manage 12 technicians and 1 administrator. We are seeking a Retail Computer Service Manager with high-volume experience to directly manage and ensure the overall success of all associates and activities of the Service and Tech Support Departments of our big box computer retail store.

• Maintain orderly operation and safety of all areas of responsibility; ensure that service policies and procedures are being properly carried out at the store level
• Consistently achieve customer satisfaction, sales, productivity, payroll and expense goals of the service repair shop
• Maintain fiscal and operational controls including planning and managing departmental budget (Service Department P&L)
• Through Service Department leadership, ensure all customer and/or computer issues are resolved in a timely manner and in alignment with company policy
• Ensure customers are served promptly and courteously and that customer satisfaction standards are met
• Work effectively through associates to achieve desired results regarding customer satisfaction, sales, productivity and technical solutions
• Ensure associates maintain appropriate technical certifications (CompTIA A+ and Apple Certification) to enable proper service of products
• Participate in and lead open and close procedures, to include freight flow and merchandise processing as well as tracking of company assets through inventory control
• Serve as manager-in-charge during absence of General Manager or other store managers
• Ensure the execution of ad set and visual merchandising standards
• Manage staffing, orientation and training to ensure competent and certified associates are hired, trained and scheduled to properly service our customers

• A college degree and/or equivalent experience is preferred
• Our ideal candidate should have two or more years of experience with a major big box retailer in a high-volume, 30,000+ square-foot store, preferably in a productivity-based computer or technology service and repair environment. Experience within the consumer electronics industry is strongly preferred, with direct accountability for achieving P&L and customer satisfaction targets
• Background must include heavy emphasis on and experience in operations management, technical customer service function, merchandising, human resources, freight flow and all other aspects of retailing
• The ability to generate sales, hire, retain and coach qualified employees, execute corporate initiatives and analyze the competition are necessary functions in this position
• Proven ability to drive world-class customer experiences and results through direct reports is a must