Manager of Field Service Technicians
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading broad-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through sears.com and specialty catalogs and are the nation's largest provider of home services, with more than 13 million service calls made annually.
The Technical Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.
Qualifications:
- Review customer metric data and develops plan to improve satisfaction levels
- Utilize workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction.
- Monitor key performance to state of service, cost per call and productivity
- Recognize and act upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP.
- Partner with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads.
- Partners with the RRC to adjust and improve the routing process, as well as, to ensure technician data (schedules, seed points, profiles) is accurate.
- Foster positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, SST messages, handling associate complaints and employee recognition and award meetings.
- Analyzes and reports daily, monthly and annual business performance trends and develops and/or recommends strategic solutions to improve business performance and meet EBITDA goals
- Ensure compliance to all applicable laws, regulations, and company policies, company values and code of conduct
- Responsible for the recruitment, and hiring, and performance management and career pathing of direct reports
- Partner with the loss prevention to reduce shrinkage
- Maintain detailed records of all associate training and evaluations.
- Review customer metric data and develops plan to improve satisfaction levels
- Monitor key performance to state of service, cost per call and productivity
Specific Essential Functions:
- Communicate with staff and associates through frequent meetings, and. Ensure all managers both technical and branch hold regular ready meetings with their associates
- Train associates to develop their product knowledge/technical skills, customer service skills and business literacy.
- Follow and ensure compliance of the Safety/Environmental Manual and program via ISO Safety Matrix.
- Act with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency.
- Maintain a high level of stock parts inventory for both branch units and trucks, to adequately serve the customers needs.
Experience/Education Requirements:
- 4 year college degree preferred
- Clear background check and drug test
- 2 years management experience and/or assignments that demonstrate leadership ability preferably in a virtual environment
- In states where HVAC and/or refrigeration technicians must take and pass a State Licensing Test, the Technical Managers supervising these technicians must also take and pass the State Licensing Test
Benefits:As a Sears associate, your career path options will be determined by your performance and your desire to advance further within the Sears organization. We have some of the best benefits available in the industry to choose from:
Medical
Dental
Life Insurance
Vacation
Holidays
401k with company match
Short and long term Disability
Sears merchandise discounts
Health Care Flexible Spending Account
Dependent Care Spending Account
Business travel insurance
Worklife solutions
Vision Plan
Legal Plan
Long Term Care Plan
Pet Insurance
Auto and Home Insurance
Business Travel Accident Coverage
Mortgage Assistance
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
Medical and Dental Plans
Health Care and Dependent Daycare Flexible Spending Accounts
Short and Long-Term Disability
Company Paid and Optional Life Insurance
Business Travel Insurance
Merchandise Discount
Adoption Assistance
Kmart Advantage Rx
ConSern Loans for Education
Worklife Solutions
Voluntary Benefits
Commuter Benefits
Sears Holdings Corporation Associate Stock Purchase Plan
401(k) Savings Plan
Vacation Time with Personal Days
National Holidays
Click “Apply Now” and start your application process today!
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An Equal Employment Opportunity Employer.