Technical Manager
Company: Sears Home Services
Location: New York
Posted on: February 26, 2021
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Job Description:
Sears Commercial is the business-to-business arm of Sears
Holdings. For almost 50 years, we have been a leading, nationwide
commercial provider of products and services, including Kenmore --
, Craftsman -- and other top brands. We focus on business and
residential customers across a multitude of industries, including
asset / property management, single-multi-family new construction,
hospitality, education, and more. Job Description 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
Qualifications 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+ --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
Keywords: Sears Home Services, New York , Technical Manager, Professions , New York, New York
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