Field Operations Manager (Queens, NY)

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POST DATE 9/18/2016
END DATE 10/18/2016

Sears Rego Park, NY

Rego Park, NY
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


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 associatesEducation 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 transmissionEqual Opportunity Employer / Disability / Vet.