Company Name: Sears
Job Details
Duration: Permanent
Min Education: Four Year Degree
Salary: Commensurate
Job Type: Full Time
Min Experience: 0-2 Years
Required Travel: Not Specified
  • USA - Bloomingdale Illinois, 60108
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