Area Technical Manager, In-Home in Houston, TX at Sears Home Services

Date Posted: 7/18/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Houston, TX
  • Date Posted:
    7/18/2019
  • Job ID:
    977982BR

Job Description

Req/Job ID: 977982BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 08107: SEARS HS-HOUSTON SERV BR

JOB SUMMARY:

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

Job Requirements

JOB DUTIES/RESPONSIBILITIES:
  • Leads the Tech Managers in the district. 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.
  • Functions as an expert and trainer to the Tech Managers on the tools and resources used to educate the technical workforce on the metrics that drive revenue and productivity and ensures technical 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.
  • Monitors and coaches on key performance to state of service for each of the Tech Managers they support and their teams, including cost per call and productivity to drive towards performance expectations. Reviews member metric data and 5 Start Feedback in order to develop coaching and exercise to improve member feedback results and improve member satisfaction.
  • Recognizes and acts upon every opportunity to support Tech Managers and help them drive their teams to improved revenue through the embedment of the Value Added Services Program (VASP) throughout the area of responsibility.
  • Helps Tech Managers monitor parts usage and needs to help improve parts availability and usage, and helps to create opportunities to help TMs support their techs to get the part same day/in markets. Uses the dashboard to suggest coaching opportunities and share individual and team improvements.
  • Leads the Tech Town Halls with the assistance of the Tech Managers as a leader of the Market Managers.
  • Acts with urgency to meet technical management needs and ensures adherence and compliance to all technical processes and procedures.
  • 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.
  • 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.
JOB REQUIREMENTS:
  • 16 years of age or older
REQUIRED SKILLS:
  • 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 lift, carry, push or pull up to 50 lbs and bend, squat, kneel, twist, turn, climb, crawl, reach above shoulder, reach outward, handle and finger objects, stand, walk, sit and extend trunk
  • Ability to drive a vehicle with an automatic transmission
  • Ability to convey a positive image of the company in all actions and behaviors and foster teamwork with the Technical Managers, Region Routing Office and other Sears units and businesses.


#HomeServices
8107