DC Repair Supervisor

Build Your Career with Ashley Furniture - Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world's largest manufacturer of home furnishings, we're more than a business — we're a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you're ready to grow, you've come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary:

The Shop Technician Supervisor directs and supervises a team of product technicians, ensuring timely completion of furniture repairs, quality workmanship, and adherence to company standards. This hands-on leadership role plans and schedules daily work assignments, monitors workflow, and ensures all work meets quality standards and client specifications through the use of company software including "Product Quality" and "High Jump." The Shop Technician Supervisor enforces safety policies, manages inventory of parts and tools, processes customer claims and returns, and implements best practices to enhance shop productivity and reduce downtime while fostering a positive, collaborative team environment.

Responsibilities:

Team Leadership & Supervision

• Direct and supervise a team of technicians, assigning tasks and ensuring work is completed on time and to required quality standards
• Provide training and development opportunities to improve team technical skills and performance
• Foster a positive and collaborative team environment that promotes engagement, accountability, and continuous improvement
• Conduct performance evaluations and provide coaching, feedback, and developmental guidance to technicians
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, and terminations
• Build strong relationships with technicians based on trust, respect, and clear communication

Work Planning & Scheduling

• Plan, prioritize, and schedule daily work assignments to ensure timely completion of repair projects and customer orders
• Monitor workflow, ensuring that work is progressing as planned, and adjust schedules as necessary to meet deadlines and service commitments
• Balance workload across the team to optimize productivity and ensure equitable distribution of assignments
• Coordinate with operations and customer service teams on repair priorities and timeframes
• Manage repair queue and ensure efficient throughput to minimize customer wait times

Quality Assurance & Standards

• Ensure all work meets the company's quality standards and client specifications through use of company software including "Product Quality" and "High Jump"
• Review operating goals and standards on a daily basis and monitor achievement while ensuring adherence to all Standard Operating Procedures
• Inspect completed work for accuracy, thoroughness, and quality before releasing to customers
• Monitor first-time fix rates and quality metrics to drive continuous improvement
• Conduct quality audits and provide feedback to technicians on workmanship standards
• Implement corrective actions to address quality deficiencies and prevent recurrence

Equipment & Tool Management

• Ensure that all tools, equipment, and machinery are well-maintained, sustained, and in proper working condition
• Coordinate preventive maintenance and repairs on shop equipment to minimize downtime
• Oversee the inventory of parts, tools, and supplies, ensuring that items are available when needed for efficient repair operations
• Manage parts ordering, stock levels, and inventory accuracy to support technician productivity
• Ensure proper storage, handling, and security of tools, equipment, and materials

Customer Claims & Product Processing

• Record necessary details regarding customer claims, including customer information, issue description, and any supporting documentation or evidence (e.g., receipts, photos)
• Process and facilitate returns, exchanges, or repairs for defective or unsatisfactory products in accordance with company policies
• Communicate with customers and customer service teams regarding repair status and resolution timelines
• Ensure accurate documentation and tracking of all customer claims and warranty work

Safety & Compliance

• Enforce safety policies and ensure that all work is conducted in compliance with health and safety regulations including OSHA requirements
• Promote a culture of safety in the shop, providing guidance on safe work practices and addressing potential hazards
• Conduct safety meetings, training sessions, and audits to reinforce safe behaviors and compliance
• Investigate incidents and accidents, document findings, and implement corrective actions to prevent recurrence
• Ensure technicians use proper personal protective equipment (PPE) and follow safe work procedures

Performance Management

• Monitor individual and team performance against PPH (Pieces Per Hour) standards, providing feedback, coaching, and guidance as necessary
• Track key performance indicators (KPIs) including productivity, quality, efficiency, and customer satisfaction
• Identify performance gaps and implement improvement plans to drive results
• Recognize and reward high performers while addressing performance deficiencies through coaching or corrective action
• Conduct regular one-on-one meetings with technicians to discuss performance, goals, and development

Continuous Improvement

• Implement best practices to enhance shop productivity, reduce downtime, and improve repair quality
• Identify opportunities for process improvements and efficiency gains in repair operations
• Analyze performance data to identify trends and areas for improvement
• Support continuous improvement initiatives and participate in problem-solving activities
• Lead kaizen events and improvement projects to optimize shop operations

Hands-On Technical Work

• Perform minor repairs on top surfaces of case pieces and tables as needed
• Provide technical guidance and demonstrate proper repair techniques to technicians
• Serve as a subject matter expert on furniture repair and restoration methods

Core Values Demonstration

• Demonstrate the Company's Core and Growth Values in the performance of all job functions
• Model expected behaviors and hold team accountable to company values and standards

Secondary Responsibilities:

• Maintain reliable attendance and punctuality
• Actively participate in departmental meetings, training, and continuing education
• Assist with training other employees and provide backup support as needed
• Complete other assignments and special projects as requested by management

Qualifications:

• High school diploma or GED equivalent required
• Minimum 3-5 years of experience in furniture repair, product restoration, or technical service
• Minimum 2 years of supervisory or team leadership experience
• Strong technical knowledge of furniture construction, repair techniques, and finishing methods
• Excellent leadership and team management skills with ability to motivate and develop technicians
• Strong organizational and time management skills with ability to manage multiple priorities
• Excellent communication skills, both written and verbal, with customer service orientation
• Proficiency with shop management software including "Product Quality" and "High Jump"
• Knowledge of safety regulations, PPE requirements, and safe work practices
• Ability to work independently and make sound decisions
• Physical ability to perform furniture repairs, lift up to 75 lbs, and stand for extended periods
• Proficient in Microsoft Office Suite (Excel, Word, Outlook)

Additional Qualifications, Preferred:

• Associate's degree in Business Administration, Operations Management, or related field
• 5+ years of furniture repair or technical service experience in retail or distribution environment
• Experience with Ashley Furniture products, warranty processes, and repair specifications
• Familiarity with inventory management and parts procurement
• Background in training and development with ability to conduct technical skills training
• Lean or Six Sigma certification with process improvement experience
• Understanding of woodworking, upholstery repair, and furniture finishing techniques
• Experience with customer satisfaction programs and service recovery
• Knowledge of quality management systems and performance metrics

Work Environment:

This position is located in an active shop environment with moderate to high noise levels from equipment operation including power tools, compressors, and machinery. The role involves exposure to wood dust, finishing materials, adhesives, and other shop chemicals requiring use of personal protective equipment (PPE). Physical requirements include standing for extended periods, lifting furniture and materials up to 75 lbs, and performing manual repair work. The position operates in a climate-controlled shop with proper ventilation and lighting designed for detailed repair work.

Pay:

$25.00 - $30.00/hour (based on experience and qualifications)

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.

Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.

Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.

Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.

Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.

Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.

Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture's Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

• Corporate Social Responsibility
• View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.