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Field Operations Manager

Company: Sears Home Services
Location: Denver
Posted on: February 22, 2021

Job Description:

Sears Commercial is the business-to-business arm of Sears Holdings. For almost 50 years, we have been a leading, nationwide commercial provider of products and services, including Kenmore -- , Craftsman -- and other top brands. We focus on business customers across a multitude of industries, including asset / property management, single-multi-family new construction, hospitality, education, and more. Job Description 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
Qualifications Bachelor's Level Degree Years of Related Experience: 3-4 Years Job Requirements: --- In states where HVAC and/or refrigeration technicians must
take and pass a State Licensing Test, the Technical Managers supervising these
technicians must also take and pass the State Licensing Test --- 2 years
management experience and/or assignments that demonstrate leadership ability
preferably in a virtual environment --- Ability to make fact-based decisions, but
exercise creativity, and take responsible risks. --- Effective problem solving and
resolution skills when working with customers and coaching associates --- Ability
to manage a virtual workforce and effectively communicate via non-traditional
means --- Effective decision making skills --- Ability to multitask and effectively
manage time --- Ability to adapt and be an advocate for change --- Ability to
effectively use payroll planner software (Access) to ensure appropriate staffing
to customer transaction patterns --- Ability to handle stressful situations and
work in a fast-paced environment --- Ability to read, analyze and utilize reports
--- Ability to use computer systems to input, access, modify or output information
or to execute programs or analyses --- Excellent communication skills with virtual
workforce --- Knowledge of the business, with the ability to communicate the goals
of Home Services to associates --- Ability to lift, carry, push or pull up to 50
lbs. --- Ability to bend, squat, kneel, twist, turn, climb, crawl, reach above
shoulder, reach outward, handle and finger objects, stand, walk, sit and extend
trunk --- Ability to type using a keyboard --- Ability to drive a vehicle with an
automatic transmission Additional Information For additional details please call Linda 407-551-6059

Keywords: Sears Home Services, Denver , Field Operations Manager, Executive , Denver, Colorado

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