Company Name: Sears Import - OLD
Job Details
Duration: Permanent
Min Education: Not Specified
Salary: Commensurate
Job Type: Full Time
Min Experience: Not Specified
Required Travel:
  • USA - Houston Texas, 77002
Job Description
The Technical Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.
Job Responsibilities:
• 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. (Sales, Technical, Clerical, Supervisory)
• 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) throughout the district.
• Partner 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.
• 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 (revenue, cost
management, profitability, customer satisfaction, etc.) and develops and/or recommends strategic
solutions to improve business performance and meet EBITDA goals
• Implement, direct, adhere and 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
• Miscellaneous duties as assigned
• Maintain detailed records of all associate training and evaluations.

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 “in 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