Global Repair Services - Operations Director

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Supply Chain is a fast-paced and dynamic environment, delivering best-in-class communications equipment and solutions for customers around the world. Our purpose is to deliver exceptional value and customer experience through agility, speed, and collaboration. We plan what products and services are needed, source efficiently and ethically from a diverse supply base, launch new products, make and deliver solutions on time, and exceed customer expectations through outstanding quality, service and support. We are a central point in our efforts to bring value and lead technology innovation.

Job Description

This role is primarily hybrid with home working and office working. Traveling is also expected with this role across the UK and internationally .

The role of Global Repair Services Director is responsible for developing and implementing strategies and managing global operations that deliver timely and cost effective repair services that enable business growth and maintain customer experience at the highest level. This global role provides the leadership for the management of repair operations, encompassing people and processes of third party and in-house solutions.

This role is required to build strong and effective relationships with the Services organization and third party services suppliers. Building close partnerships and communication protocols with our regional customer service teams, product development teams and Quality Engineering teams is also a vital success factor.

Responsibilities:

• Develop and implement a global repair services strategy that aligns with Motorola Solutions Business goals, incorporating all products / technologies, driving efficiency, cost savings, and customer satisfaction.
• Oversee global repair operations, ensuring consistent, high-quality service across all regions and technologies. Optimize processes to reduce turnaround times and costs ensuring all Service Level Agreements (SLA’s) are consistently achieved.
• Manage and enhance relationships with third-party repair vendors and partners, ensuring compliance with SLAs, quality standards, and cost expectations while utilizing our partners advanced capabilities (e.g. automation, AI driven diagnostics)
• Define and track key performance indicators (KPIs) for repair services, identifying opportunities for continuous improvement in service delivery (SLA’s).
• Oversee parts inventory planning, supply management and repair logistics to minimize downtime and ensure timely availability of necessary materials.
• Lead initiatives to improve repair processes, adopt new technologies, and enhance overall service efficiency and quality.
• Collaborate with Product Development and Quality Engineering to address recurring issues and improve product reliability.
• Manage the repair services budget and optimize resource allocation to ensure cost-effective operations.
• Ensure compliance with industry regulations, safety standards, and best practices to minimize operational risks.

Basic Requirements

• Bachelor's degree in Engineering, Business, or a related field (Master’s preferred).
• 10+ years of experience in repair services, with at least 5 years in a leadership role.
• Proven experience in managing global operations in a Fortune 500 environment.
• Strong knowledge of repair processes, supply chain management, and customer service in the communications industry.
• Analytical mindset with ability to interpret complex data, make data-driven decisions and influence results.
• Strong negotiation skills with the ability to manage relationships with third-party service providers
• Excellent leadership, strategic thinking, and problem-solving skills.
• Strong financial acumen and experience managing multi-million-dollar budgets.
• Exceptional communication and stakeholder management skills.