Repair Centre Manager – Sepura, Cambridge, United Kingdom
Overview
Lead day‑to‑day operations of the Cambridge Service Centre, ensuring performance meets agreed Customer Service Level Agreements and business KPI‑s. Supervise repairs centre staff, allocate resources, conduct performance reviews and maintain effective records of all work.
Role Responsibilities
* Manage the team that delivers repair services to Sepura customers.
* Control capacity and resources across the team to ensure delivery of outputs efficiently and effectively, meeting internal and contractual service levels.
* Act as a key customer‑facing contact, reporting on services, planning service requests and managing incidents or escalations to resolution.
* Take responsibility for Health and Safety, environmental, security and quality management within the Repair Centre, maintaining compliance and developing working practices.
* Recruit, set objectives, conduct performance appraisals and facilitate staff development.
* Monitor and manage Repair Centre costs to achieve financial goals, including stock management.
* Drive improvements in working practices, introducing new processes and systems to improve performance and meet evolving customer expectations.
* Oversee introduction of new products and updates for repair services, assessing service impact and liaising with engineering teams.
* Communicate effectively with departments across Sepura to provide reporting and support to the business.
* Support commercial discussions with customers, prospective partners and Sepura business development managers in tender responses and partnership arrangements.
* Coordinate repair training delivery to staff from Sepura’s repair centres when required.
Day to Day
Collaborate with your manager and cross‑department teams. Occasional travelling may be required; a full, clean driving licence, their own car and a valid passport are necessary. Travel expenses will be paid.
Must‑haves
Qualifications
* Relevant Electronics qualification. Minimum ONC or equivalent.
Experience and Skills
* Supervision of staff in a manufacturing / repair workshop environment for electronic telecommunications equipment.
* Customer‑facing experience in a B2B environment working with international partners.
* Demonstrable experience in setting and delivering high levels of operational performance with a team.
* Track record in managing a team, developing both staff and the overall team performance.
* Experience of working to develop and implement services to meet service level agreements.
* Knowledge about implementing service workflows within a modern ERP business system.
* Proficient with Microsoft Office applications, including for managing communications and data analysis.
* A data‑driven approach to understanding and tracking service performance metrics.
* Commercial awareness to managing costs and pricing for services.
Nice to have
Qualifications
* Degree or equivalent in an engineering discipline.
* Relevant qualifications to Repair services, e.g. IPC certification, auditor training, ITIL.
Experience and Skills
* Background in Electronics and manufacturing/fault‑finding techniques and repair of products down to component level.
* Knowledge of Microsoft Dynamics AX / 365 environment and Power Applications.
* Familiarity with preparing and delivering presentations to customers and partners.
* Experience of leading a positive workplace culture and increasing employee satisfaction.
* Project management experience.
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