Center Head

Role Summary

Current below
The Warehouse & Repair Centre Head is responsible for centralized spare parts management, repair operations, refurbishment, and technical escalation support for all USA Tech Centres.

This role ensures machine uptime, fast service response, controlled inventory, and repair quality, directly impacting customer satisfaction and repeat business.

Suggested below
The Warehouse & Repair Centre Head owns centralized service parts planning, warehouse execution, depot repair/refurbishment operations, and technical escalation support for all USA Tech Centres.

This role ensures high parts availability, fast turnaround repairs, disciplined inventory control, and repeat-failure reduction—directly improving machine uptime, service responsiveness, and customer satisfaction.

Essential Functions & Key Responsibilities

1. Warehouse & Spares Management
   
   Current
   • Plan and manage spare parts inventory for all USA operations
   • Ensure high spares availability with optimized inventory turns
   • Define min–max levels and critical spares stocking strategy
   • Coordinate inbound logistics, storage, and dispatch
   • Ensure accurate inventory records and traceability
   
   Suggested (benchmark additions: service-parts execution, inventory accuracy controls, SLAs, WMS/ERP discipline)
   • Own service parts planning across USA Tech Centres using demand forecasting, ABC classification, and critical spares strategy
   • Define and manage min–max, reorder points, and service-level targets (fill-rate / backorder control)
   • Run warehouse execution: receiving, put-away, pick/pack/ship, expediting, and packaging standards for high-value components
   • Maintain inventory accuracy through cycle counting, audits, and disciplined transaction processing (WMS/ERP)
   • Establish clear fulfillment SLAs to Zone Heads and service teams (standard vs expedite turnaround)
   • Manage slow-moving/obsolete inventory controls and disposition processes while protecting availability

1. Repair & Refurbishment Operations
   Current
   • Lead centralized repair of spindles, servo drives, motors, CNC controllers
   • Establish standardized repair workflows and quality checkpoints
   • Ensure repair turnaround time (TAT) meets defined targets
   • Manage refurbishment of returned or demo machines where applicable
   • Validate repaired components before release to field service
   
   Suggested (benchmark additions: depot repair standards, intake triage/RMA, test documentation, repair-vs-replace discipline)
   • Own depot repair operations for spindles, drives, motors, and controllers with standardized diagnostics, work instructions, and test protocols
   • Implement intake triage (RMA/RGA) with clear disposition: warranty vs non-warranty, repair vs replace, priority tiers
   • Enforce quality gates: incoming inspection, in-process checks, final validation, and documented test results prior to release
   • Drive repair TAT performance through capacity planning, scheduling, and standard repair turnaround tiers by component type
   • Maintain repair history and failure-code data to improve reliability and reduce repeat issues

1. Service Escalation Support
   
   Current
   • Act as escalation point for complex service issues
   • Support field service teams with technical guidance and parts
   • Coordinate root cause analysis and corrective actions
   • Reduce repeat failures through structured feedback loops
   
   Suggested (benchmark additions: escalation cadence, knowledge base, closure discipline)
   • Serve as the central escalation point for complex technical issues, supporting Zone/field teams with rapid diagnostics and containment actions
   • Coordinate technical support and parts prioritization for uptime-critical breakdowns (expedite workflow and decision authority)
   • Lead structured RCA and corrective actions (CAPA-style discipline) with documented closure, owners, and timelines
   • Build and maintain a knowledge base of repeat failures, repair learnings, and recommended field actions
   • Run a recurring escalation review with Zone Heads/service leadership to focus on top uptime drivers and prevent recurrence

1. Cost, Quality & Process Discipline
   Current
   • Control repair costs versus replacement
   • Drive continuous improvement in repair quality and efficiency
   • Maintain documentation for repair procedures and test reports
   • Ensure compliance with company standards and safety norms
   
   Suggested (benchmark additions: cost governance, supplier/vendor mgmt, ESD/calibration, CI tools)
   • Create a repair-vs-replace decision framework with cost targets and governance to control total service cost
   • Improve repair yield and reliability through standardized processes, training, and quality system discipline
   • Maintain documentation: work instructions, repair travelers, test reports, calibration/verification records, and traceability
   • Manage external repair vendors/suppliers where needed (lead time, quality, cost, warranty recovery)
   • Enforce safety, 5S, and compliance practices in warehouse and repair operations (including ESD controls where applicable)

1. Team Leadership & Coordination
   Current
   • Lead warehouse, repair engineers, logistics, and admin staff
   • Set targets and monitor performance of repair and logistics teams
   • Coordinate with Country Head and Zone Heads on priorities
   • Build a disciplined, execution-focused operations culture
   
   Suggested (benchmark additions: coverage planning, cross-training, KPI rhythm)
   • Lead, coach, and develop warehouse, logistics, repair, and admin teams with clear roles, expectations, and accountability
   • Plan capacity/coverage (shifts and escalation support as needed), cross-train critical roles, and build bench strength
   • Establish daily/weekly performance rhythm: ship performance, TAT, backlog, fill-rate, accuracy, and escalation closures
   • Coordinate priorities with Country Head and Zone Heads to align inventory, repairs, and technical support with business needs
   • Build an execution culture centered on speed, accuracy, quality, safety, and ownership

1. Performance Metrics (KPIs)
   Current
   • Spare parts fill rate
   • Inventory turns
   • Repair turnaround time (TAT)
   • Repeat failure percentage
   • Repair cost savings vs replacement
   • Support effectiveness to field service teams
   
   Suggested (benchmark additions: inventory accuracy, on-time ship, escalation closure time)
   • Spare parts fill rate / backorder rate
   • Inventory turns + slow-moving/obsolete reduction
   • Inventory accuracy (cycle count / audit performance)
   • Repair TAT by category (spindle/drive/controller) + backlog aging
   • First-pass repair quality / repeat failure percentage
   • Repair cost savings vs replacement + warranty recovery (where applicable)
   • On-time shipment performance (standard + expedited)
   • Escalation closure time and effectiveness (repeat issue reduction)

Requirements

Qualifications & Experience
Current
• Bachelor’s degree in Mechanical / Electrical / Mechatronics Engineering
• 12–18 years experience in CNC service, repair, or operations
• Strong knowledge of:
• CNC spindles, drives, motors, controllers
• Spare parts planning and warehouse operations
• Experience managing technical teams and workflows
• Strong problem-solving and process orientation

Suggested (benchmark additions: ERP/WMS, depot repair leadership, documentation discipline)
• Bachelor’s degree in Mechanical / Electrical / Mechatronics Engineering (or equivalent experience)
• 12–18 years experience in CNC service, depot repair, spares, or service operations leadership
• Strong knowledge of CNC spindles, drives, motors, controllers, and service-parts planning/warehouse execution
• Experience with ERP/WMS inventory transactions, traceability, cycle counting, and service-level management
• Proven leadership of technical teams with standardized workflows, documentation, and KPI discipline

Work Environment & Physical Demands
Frequent exposure to warehouse, repair, and customer manufacturing environments with hazards such as noise, electricity, chemicals/coolants, heavy equipment, and automated/manual machinery.
Physical demands include standing/walking on shop floors, occasional bending and lifting/carrying parts or fixtures, and periodic extended hours to support escalations and urgent service needs.