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 - Denver Colorado, 80002
Job Description
The Field Operations 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
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