Territory Manager in Pensacola, FL at Sears Home Services

Date Posted: 1/6/2022

Job Snapshot

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  • Location:
    Pensacola, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 1007903BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Repair/Installation

The Territory Manager, In-Home is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.

Manages 25-30 remote-dispatched technicians spread across a geography or industry, responsible for running on average 2500-3000 call/month.

SUPERVISION: Direct: 25-30 direct reports

  • 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 the 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
  • Trains and motivates team to offer and sell company value added products and/or services to the members during repair calls
  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates.

Job Requirements

  • Bachelors Degree
  • 3-4 years of related experience
  • License/certification in relevant field
  • Valid Driver License for the State of employment
  • 18 years of age or older
  • 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 Page 1 of 2
  • 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
  • Ability to train and motivate team to offer and sell company value added products and/or services to the members during repair calls



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