Lead Mentor Refrigeration Service Technician, In-Home
Company: Sears Holdings Corporation
Location: Fresno
Posted on: January 9, 2021
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Job Description:
The Lead Mentor Refrigeration Technician, on an individual and
mentor/mentee basis, is responsible for providing timely and
quality repairs of customers' products while maintaining high
customer 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 Refrigeration Technician works
with the district to ensure specialized training is delivered, and
all aspects of technical onboarding are satisfied. The Lead Mentor
Refrigeration Technician advises TM/DSM of technician's readiness
and additional training needs. Additionally, the Lead Mentor
Refrigeration 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. Job Duties/Responsibilities: 35% Provides direction and
Technical assistance to Peer and Mentor Refrigeration HVAC
Technicians 10% Conducts Technical Training and mentors other
Technicians 35% Recommends methods to improve business performance
and enhance the customer experience 5% Instructs and engages others
on the Value Added Services Processes (i.e., Selling and Customer
Pro-Advocacy) through effective communication 5% Coaches and trains
others on all operating policies used in the In Home business
specific to the roles and responsibilities of an In Home Service
technician (proper truck maintenance and parts inventory
management) 5% Directs and trains on technical performance metrics
including, but not limited to: Net Completes per Day, Customer
Satisfaction survey results, First Time Solutions, Recalls, First
Time Completes 5% Mentors on use of support network (Customer Care
Network (CCN), Client Interaction Team (CIT), Center of Excellence
(COE), Sears Technical Assistance Team (STAC), District office
support, District Staff, Routing, and others as identified by the
Technical Manager/Area Operations Manager/District Technical
Manager/District Service General Manager Demonstrates exemplary
technicial behaviors to new and incumbent Technicians and serves as
a positive role model Recognizes and Communicates existing asset
gaps of their assigned workforce to the appropriate Technical
Manager or Area Operations Manager Performs miscellaneous duties as
assigned Required Skills: Prerequisite required: Candidates for
Lead Mentor Tech must be an active Refrigeration HVAC 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 service technician Ability to
coach on effective use of resources including but not limited to:
Sears associates, Vendors, Third Party customers, and other outside
sources (i.e., Routing, Sears Technical Assistance Center (STAC)
Ability to train/teach in a one-on-one and classroom environment
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 customer interactions Demonstrates the
ability to adapt well to change and be a positive influence on
others 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
Demonstrates a commitment to safe work practices and coaches others
in all aspects of the position including the work/customer
environment, use of personal protective equipment, and safe driving
Ability to read, write, and speak English Preferred Skills:
Previously certified mentor and/or peer trainer (internal) Previous
experience in leading or mentoring a group of technicians (internal
or external)
Keywords: Sears Holdings Corporation, Fresno , Lead Mentor Refrigeration Service Technician, In-Home, Professions , Fresno, California
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