Job Description
Job Summary: The Technical Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals. Job Duties/Responsibilities: * 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 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 * 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
EEO/EOE/Equal Opportunity Employer / Disability / Vet
