Technical Manager (Boise, ID)

Sears Holdings Corporation (


  full-time   employee

United States

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