District Technical Manager (Richmond)

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POST DATE 9/13/2016
END DATE 10/13/2016

Sears Richmond, VA

Richmond, VA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree
Min Salary
Max Salary
Salary Unit
per year


The District Technical Manager is responsible for leading the In-Home technical workgroup in order to achieve business results and goals. This position controls and manages the installation and service process for Home Improvement's Heating Ventilation and Air Conditioning (HVAC) products within the District. This position provides management of scheduling, quality and customer satisfaction and service; materials management; and the management of the Independent Contractor and employee workforce. Additionally, this position has the authority to identify, recruit, train and develop HVAC Technicians and Associates in accordance with Sears' requirements. Also, this position periodically inspects the work of all new HVAC Technicians to ensure that the quality and consistency of workmanship meets Sears' standards. Job Duties/Responsibilities: * Manages the Heating Ventilation and Air Conditioning (HVAC) products lines in the District * Balances ratio of installations done by Contractors and HVAC Technicians to maintain baseline minimum of hours for HVAC Technicians while managing risk of Contractor attrition * Manages and controls all District service related costs for the HVAC product line * Provides guidance and direction to HVAC Technicians in the installation and repair process by supervising all jobs in progress * Supports the installation process by managing communications with the customer on HVAC jobs in progress and service issues * Resolves customer service disputes on work in progress and completed jobs according to Sears' service policy * Ensures Customer Business Review sequence is completed as scheduled * Supports the Installation process through effective materials and inventory management, including inventory variances * Supports the installation process by identifying, communicating and resolving contract issues with sales staff * Ensures proper permits and licenses for all jobs have been obtained as required * Ensures all required documentation is completed for each job (i.e., labor and material bills, completions and job costs) * Ensures that the District Backlog Update is completed for each HVAC job in progress * Enforces proper procedures of certification program * Follows up on all phone inquiries from the customer, Sales staff, product Vendor or Sub-Contractor * Ensures Contractors carry the required insurance coverage, and ensures that the coverage remains current * Supports the HVAC installation process by identifying, recruiting, training and developing HVAC Technicians and Contractors in accordance with Sears' requirements * Reviews customer metric data and develops plans to improve satisfaction levels * Utilizes workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction * Monitors key performance to track condition of service, cost per call, productivity and the rate of lead referral for new systems, and partners with District General Manager to monitor and improve Technician sales conversion rates * Recognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP) throughout the District * Partners with Region Routing Office Manager to adjust and improve the routing process and compare actual hours to planner hours; conducts variance analysis by workgroups and call loads, as well as to ensure Technician data (schedules, seed points, profiles) are accurate * Fosters positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, SST messages and 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) and develops 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, values and Code of Conduct * Uses appropriate Personal Protective Equipment (PPE) * Uses effective problem solving and resolution skills when working with customers and coaching Associates * Manages a virtual workforce and effectively communicates via non-traditional means * Coaches Associates to develop their product knowledge and technical skills, customer service skills and business literacy * Follows and ensures compliance of the Safety/Environmental manual and program via ISO Safety Matrix * Partners with Loss Prevention to reduce shrinkage * Maintains detailed records of all Associate training and evaluations * Performs other duties as assignedRequired Skills: * Strong knowledge of home improvement products and industry * Ability to multitask and effectively manage time * Ability to adapt and be an advocate for change * 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 * Ability to establish priorities and communicate effectively both verbally and in writing * Excellent two-way communication skills with virtual workforce * Knowledge of the business, with the ability to communicate the goals of Home Services to Associates Preferred Skills: * 4-year college degreeEqual Opportunity Employer / Disability / Vet.