Employment Type : Full-Time
JOB SUMMARY:
The Territory Manager, In-Home is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.
JOB SCOPE:
Manages 25-30 remote-dispatched technicians spread across a geography or industry, responsible for running on average 2500-3000 call/month.
SUPERVISION: Direct: 25-30 direct reports
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 the 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
Trains and motivates team to offer and sell company value added products and/or services to the members during repair calls
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.
JOB REQUIREMENTS:
Bachelors Degree
3-4 years of related experience
License/certification in relevant field
Valid Driver License for the State of employment
18 years of age or older REQUIRED SKILLS:
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 Page 1 of 2
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
Ability to train and motivate team to offer and sell company value added products and/or services to the members during repair calls