Lead Mentor All Appliance Service Technician, In-Home in Newport News, VA at Sears Home Services

Date Posted: 11/10/2021

Job Snapshot

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  • Date Posted:
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Job Description

Req/Job ID: 1006532BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Repair/Installation
Store ID: 28121: IH-Richmond VA/Raleigh NC

JOB SUMMARY: The Lead Mentor Technician, on an individual and mentor/mentee basis, is responsible for providing timely and quality repairs of members' products while maintaining high member service. This position promotes and sells additional products and services that directly impact the profitability of the Company. In addition, the purpose of this position is to provide direct mentoring of new hire technicians during the first phase of their onboarding. The Lead Mentor Technician works with the district to ensure specialized training is delivered, and all aspects of technical onboarding are satisfied. The Lead Mentor Technician advises TM/ATM/AFD of technician's readiness and additional training needs. Additionally, the Lead Mentor Technician will be tasked to provide training and coaching to incumbent technicians on specific opportunity areas and to lead peer training courses as requested.


Responsibilities are contained within the District and are business unit specific: Reduction in District Technical turnover with indirect impact to EBITDA.


Direct: None Indirect: Indirectly supervises new hire Home Appliances Service Tech mentees along with up to 10 incumbent Home Appliances Service Tech technicians.

REPORTS TO: Technical Manager, In Home / District Technical Manager, In Home

  • Provides timely and quality repairs of members' products while maintaining high member service.
  • Provides direction and Technical assistance to Peer and Mentor Technicians.
  • Conducts Technical Training and mentors other Technicians in the Home Appliances Industry.
  • Recommends methods to improve business performance and enhance the member experience.
  • Instructs and engages others on the Value Added Services Processes (i.e., Selling and Member Pro-Advocacy) through effective communication.
  • Coaches and trains others on all operating policies used in the In Home business specific to the roles and responsibilities of an InHome Service technician (proper truck maintenance and parts inventory management).
  • Directs and trains on technical performance metrics including, but not limited to: Net Completes per Day, Member Satisfaction survey results, First Time Solutions, Recalls, First Time Completes.
  • "Mentors on use of support network Member Services Organization (MSO), District office support, District Staff, Routing, and others as identified by the Technical Manager/Area Operations Manager/District, Technical Manager/District Service General Manager".
  • Observes, coaches, and assists the Service Technicians at the members homes.
  • Recognizes and Communicates existing asset gaps of their assigned workforce to the appropriate Technical Manager or Area Operations Manager.
  • Offers and sells the company s members value added products and/or services during repair calls.
  • Performs other duties as assigned

Job Requirements

  • Prerequisite required: Candidates for Lead Mentor Home Appliances Service Technician must be an active Home Appliances Service Technician with a meets or above expectations review for the last 2 review periods and a certified Mentor
  • Knows, understands, demonstrates, and coaches on all tool usage and needs, policies, processes and procedures that apply to the In Home Services Home Appliance technician
  • Ability to coach on effective use of resources including but not limited to: Sears associates, Vendors, Third Party members, and other outside sources
  • Ability to train/teach/present information in a one-on-one and classroom environment or virtual setting
  • Ability to coach peer Technicians in troubleshooting difficult repair diagnoses
  • Ability to convey a positive image of the Company in all actions and behaviors
  • Demonstrates and maintains a high level of professionalism in their appearance, language, and behaviors in all mentor and member interactions
  • Demonstrates the ability to adapt well to change and be a positive influence on others Page 1 of 2
  • Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situation
  • Ability to provide candid (both verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions
  • Must maintain acceptable performance according to company standards
  • Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment, and safe driving
  • Ability to read, write, and speak English
  • Ability and/or willingness to offer and sell to the company s members value added products and/or services during repair calls
  • Ability to constantly lift, carry, push, or pull up to 20 lbs (frequently lift, carry, push or pull 50 lbs; occasionally lift, carry, push or pull 100 lbs).

  • Previously certified mentor and/or peer trainer (internal).
  • Previous experience in leading or mentoring a group of technicians (internal or external).

  • High school diploma or equivalent
  • 3-4 years of related experience
  • License/certification in relevant field
  • Valid Driver License for the State of employment
  • Up to 25% travel
  • 18 years of age or older


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