Posted in Other 30+ days ago.
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Type: Full Time
Location: NORFOLK, Virginia
Job Summary: The Technical Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals. Job Duties/Responsibilities: Reviews customer metric data and develops plan to improve satisfaction levels Utilizes workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction (Sales, Technical, Clerical, Supervisory) Monitors key performance to state of service, cost per call and productivity Recognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP (ancillary sales)) throughout the district Partners with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads Partners with the Region Routing Office to adjust and improve the routing process, as well as to ensure technician data (schedules, seed points, profiles) is accurate Fosters positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, Sears Smart Toolbox (SST) messages, handling associate complaints and employee recognition and award meetings Analyzes and reports daily, monthly and annual business performance trends (revenue, cost management, profitability, customer satisfaction, etc.), and develops and/or recommends strategic solutions to improve business performance and meet Earnings before Interest, Taxes, Depreciation and Amortization (EBITDA) goals Implements, directs, adheres and ensures compliance to all applicable laws, regulations, and company policies, company values and code of conduct Manages activities for the recruitment, and hiring, and performance management and career pathing of direct reports Partners with Loss Prevention to reduce shrinkage Maintains detailed records of all associate training and evaluations Communicates with staff and associates through frequent meetings, and ensure all managers both technical and branch hold regular staff meetings with their associates Trains associates to develop their product knowledge/technical skills, customer service skills and business literacy Follows and ensures compliance of the Safety/Environmental Manual and program via Quality Management Safety Matrix Acts with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency Maintains a high level of in stock parts inventory for both branch units and trucks, to adequately serve the customers needs Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates
Education Requirements: Bachelor's Level Degree Years of Related Experience: 3-4 Years License/Certificate Required: Yes Driver's License Required:No Travel Requirements: None Age Requirement: 18+ INTERNAL JOB DESCRIPTION Job Requirements: 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 2 years management experience and/or assignments that demonstrate leadership ability preferably in a virtual environment Ability to make fact-based decisions, but exercise creativity, and take responsible risks. Effective problem solving and resolution skills when working with customers and coaching associates Ability to manage a virtual workforce and effectively communicate via non-traditional means Effective decision making skills Ability to multitask and effectively manage time Ability to adapt and be an advocate for change Ability to effectively use payroll planner software (Access) to ensure appropriate staffing to customer transaction patterns Ability to handle stressful situations and work in a fast-paced environment Ability to read, analyze and utilize reports Ability to use computer systems to input, access, modify or output information or to execute programs or analyses Excellent communication skills with virtual workforce Knowledge of the business, with the ability to communicate the goals of Home Services to associates Ability to lift, carry, push or pull up to 50 lbs. Ability to bend, squat, kneel, twist, turn, climb, crawl, reach above shoulder, reach outward, handle and finger objects, stand, walk, sit and extend trunk Ability to type using a keyboard Ability to drive a vehicle with an automatic transmission
Job Function: Operations
Payroll Location: 08175: MID-ATLANTIC-SVC DISTRICT
Sears Req Type: Salaried Exempt
Equal Opportunity Employer / Disability / Vet.