Field Operations Manager
Company: Sears Holdings Corporation
Location: Fresno
Posted on: January 13, 2021
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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 Education Requirements:
Bachelor's Level Degree Years of Related Experience: 3-4 Years
License/Certificate Required: Yes Driver's License Required:No
Travel Requirements: None Age Requirement: 18+ INTERNAL JOB
DESCRIPTION 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
Keywords: Sears Holdings Corporation, Fresno , Field Operations Manager, Executive , Fresno, California
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