HVAC Route Manager in Longwood, FL at Sears

Date Posted: 10/11/2021

Job Snapshot

  • Employee Type:
  • Location:
    Longwood, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 1006026BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp

The HVAC Route Manager (RM) is responsible for overall capacity management for the Integrated HVAC Districts and management of the support team. This position's accountabilities include technical productivity for the Integrated Districts, technical cost per call for the District; customer promise set attainment, and associate productivity for the dispatch team. This position will report directly through the HVAC organization with a relationship to the In Home Routing Capacity Team and act as a business partner to the Regional Technical Manager.

The HVAC Route Manager is responsible for overall capacity management for Integrated HVAC, and a team of 8 - 15 routing associates to execute fully optimized routing solutions

Job Requirements

Job Duties/Responsibilities:
• Manages all strategic and tactical district operations functions as they relate to overall route management which can include:producing productivity flash, partnering with the RTM to optimize results, ensuring routing team and DTMs are working cohesively on a daily basis to maximize overall district performance and customer satisfaction, and participating on the Routing Leadership Team and as a key extension of the District staff
• Serves as a business consultant and participates as part of the HVAC senior leadership team including technical manager coaching and business process updates, technician ride-along and roundtables as applicable
• Provides direction to Regional Technical Managers on capacity utilization, productivity optimization and overall resource management
• Partners with District Technical Manager to drive business results
• Monitors District performance to Response Time, Cost per Call, Technical Productivity, In-window, Calls Handled, Travel Time, Mileage per Call and Promises Met
• Deliver exceptional Customer Satisfaction through Aged Orders, State of Service, and Customer Survey management
• Investigates business performance issues and successes and implements strategies to improve future performance and growth of market share
• Develops and drives all route design activities
• Designs and implements the capacity utilization solution for the technical workforce, providing solutions that maintain and optimize technician profiles using capacity gap analysis
• Adheres to Monthly, Quarterly, and Yearly financial plans and expectations
• Manage and maintain optimal system parameters to ensure the best possible capacity management solution, build and maintain tech coverage areas, shift patterns, technical schedules, vacation and training plans, and analyze demand patterns and ensure alignment of technician coverage areas to minimize technician transit time and optimize technical productivity
• Responsible for staffing, scheduling and vacation planning for Route Specialists and Route Specialist Leads
• Conduct regular coaching and training sessions designed to improve metric performance and associate development
• Create and communicate Mid and Year End reviews
• Identify and address performance gaps as applicable
• Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates.
• Miscellaneous duties as assigned
• Age Requirement: 18+

Job Requirements:
• Computer literacy skills, experience and aptitude with computers, databases and logical systems. Knowledge of internet-based applications
• Extensive routing system knowledge • Excellent oral and written communications skills
• Demonstrates ability to manage a virtual workforce and communicate via non-traditional means
• Works with minimal supervision and can confidently execute his / her authority to capacity management decisions. Creative thinker with structured problem solving skills. Identifies problems and opportunities for improvement and drives solutions
• Ability to handle stressful situations and work in a fast paced environment. Ability to multi-task and effectively manage time
• Financial literacy, strong quantitative and analytical skills.Manages with data and emotional intelligence
• Leadership abilities in planning, goal setting, coaching and execution
•Outstanding customer service skills
• Acts with urgency to anticipate and respond to issues. Open to change and the ability to implement change quickly and effectively

Preferred Skills:
• Previous technical management, continual process improvement and workforce planning experience a plus

#HomeServices, #outsidesales

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