Area Field Manager in Linthicum Heights, MD at Sears Home Services

Date Posted: 11/18/2020

Job Snapshot

Job Description

Req/Job ID: 1001052BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Repair/Installation
Store ID: 58820: East Region In Home

The In-Home Area Field Manager is responsible for supporting the Area Field Director leadership and efficient management of the InHome technical workforce to achieve business results and goals. The Area Field Manager is responsible for the leadership and the InHome Technical workforce to achieve business results and goals

Job Requirements

  • Provides Leadership support to the Area Field Director / District General Managers and Technical Managers within the responsible market. Provides insight to how to drive improvement in overall performance as well as sustain. Acts as "boots on the ground" manager, going to Tech Managers and assisting in hands-on, day to day scenarios to model best practices and coach for improvement
  • Provides data / analysis and recommendations to the Area Field Director and District General Managers to improve overall Key Performance indicators including 5 Star Feedback, Tech Cost Per Call, First Time Completes, TPR and overall profitability within the territory to achieve planned EBITDA & Field Controllable Profit
  • Functions as an expert to support the Area Field Director / District General Managers in identifying Technician & Technical Manager behaviors as well as the tools and resources used to educate the technical workforce on the metrics that drive revenue and productivity and ensures managers are working cohesively on a daily basis to balance capacity/state of service issues to maximize overall performance and customer satisfaction. Recognizes the need for new or improved tools, and partners with other teams to ensure the tools constantly support the processes and goals.
  • Recognizes and acts upon every opportunity to support Area Field Director / District General Managers and Technical Managers and help them drive their teams to improved revenue through the embedment of the Value Added Services Program (VASP) as well as overall Revenue per call through proper call close and rejected claim avoidance
  • Provides support to the Area Field Director / GM in monitor parts usage and needs to help improve parts availability and usage, and helps to create opportunities to help managers support their techs to get the part same day/in markets. Uses the dashboard to suggest coaching opportunities and share individual and team improvements
  • Participates and assists on the delivery and content for District General Managers and Technical Managers during Tech Town Halls
  • Monitors, analyzes and ensures adherence and compliance to all technical processes and procedures as well as appropriate coaching tools including Performance Plans for Improvement / Quarterly Performance Reviews and Curbside Coaching
  • Maintains a high level of customer service for internal and external customers to act as a role model to all associates in putting the customer first
  • Provides field support including but not limited to, making employment decisions regarding hiring, promoting, demoting, terminating, and workforce planning

  • Management experience and/or assignments that demonstrate leadership ability (preferably in a virtual environment)
  • Ability to handle stressful situations and work in a fast-paced environment
  • Financial literacy skills to read, analyze and utilize reports with the ability to both understand and impact what drives performance indicators
  • Ability to use computer systems to input, access, modify or output information to execute programs or analyses
  • Ability to prioritize and organize, lead and influence behavior, adapt and be an advocate for change
  • Strong training and coaching skills
  • Ability to convey a positive image of the company in all actions and behaviors and foster teamwork with the Technical Managers, Routing Office and other Transformco units and businesses.
  • Ability to drive a vehicle with an automatic transmission

  • Strong Analytics, Strong Oral & Written skills, Business Management, P&L experience

  • Bachelors Degree
  • 5-10 years of related experience
  • Valid Driver License for the State of employment
  • Up to 50% travel
  • 18 years of age or older