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Technical Manager

Company: Sears Home Services
Location: New York
Posted on: February 26, 2021

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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