Manager, Contractor Services In-Home in HOFFMAN EST, IL at Sears Home Services

Date Posted: 10/17/2019

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Job Description

Req/Job ID: 990464BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Operations

The Contractor Service Manager is responsible for recruiting, training, and managing day to day operations involving Authorized Servicers in the assigned area. This includes regulatory compliance, revenue goals, cost management, profitability, and customer satisfaction. This position also develops and implements strategies that maximize profitability for related operations within the assigned areas. This position may focus on unique or multiple areas or specialties, depending on market needs and projected volumes

The Contractor Services Manager is responsible for determining, coordinating, and fulfilling Authorized Servicer capacity requirements for In Home repairs, for specified districts, service areas, or specialties, as assigned.

Job Requirements


• Acts as primary representative for the In Home business between contractors, field business partners, SHC store formats, and internal sales channels as appropriate and necessary to ensure cooperation and high levels of customer service
• Recommends the most effective solutions for enabling appropiate sources of contractor capacity by analyzing options, determining costs and benefits, and identifying appropriate solutions that will drive positive results for the business
• Monitors business performance and implements appropriate actions to ensure achievement of business goals in EBITDA, revenue, cost management, profitability and customer satisfaction
• Sets and demonstrates a strong business ethic for dealing with associates, contractors, and all third party sources, and ensures compliance with the Code of Conduct and all applicable Sears Holdings Corporation (SHC) policies and procedures
• Adheres to processes and guidelines for contractor management, including but not limited to recruitment, training, orientaiton, and development
• Demonstrates and takes accountability for excellent customer service, as evidenced by CSAT surveys and Net Promoter Score (NPS) results
• Submits accurate contractor hiring documents to management and ensures all vendor certification and compliance requirements are met
• Recommends and effectively negotiates competitive pricing in all phases of the assigned businesses
• Conducts job site surveys on repair services to monitor compliance with standards as established by contract and company policy
• Maintains systems and records related to contractor relationships and pricing agreements, ensuring accuracy for assigned businesses


• Ability to handle stressful situations and work in a fast-paced environment
• Excellent communication skills (verbal and written) with both internal and external customers
• Knowledge of the business, with the ability to communicate goals to associates
• Strong computer skills
• Excellent presentation skills


• Prior contractor management experience
• Prior technical and/or installation service management experience
• Prior sales experience
• Trade license(s) (i.e., Plumbing, Electrical, HVAC, Mechanical, General Contractor)
• Strong preference given to those with a track record of successful Profit and Loss (P&L) management



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