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District Technical Manager in Winter Park, FL at Sears Home Services

Date Posted: 5/6/2019

Job Snapshot

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Job Description

Req/Job ID: 974559BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations

  • Assists the GM in leading 6-13 Technical Managers, and has an indirect reporting relationship to up to 250 technicians through the district
• ​Monitors key performance to state of service, cost per call and productivity• Reviews customer metric data and develops plan to improve satisfaction levels
• Recognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program
(VASP) throughout the district
• Partners with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by
workgroups/call loads
• Increases parts and services share by representing technical workforce capabilities, as well as uses daily dashboard to help support coaching conversations
• Manages 3rd party accounts (i.e., builders, distributors, apartment complexes)
• Participates in Tech Town Halls to help lead, support, and guide TMs and district performance
• Ensures adherence and compliance to all technical processes and procedures
• Acts with urgency to meet technical management needs
• Ensures technical managers are working cohesively on a daily basis to balance capacity/state of service issues to maximize
overall district performance and customer satisfaction
• Recognizes and acts upon every opportunity to drive revenue through the embedment of the VASP throughout the district
• 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
• Educates the technical workforce on the metrics that drive revenue and productivity
• 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