District Technical Manager

Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.

The District Technical Manager is responsible for the leadership and efficient management of the in-home technical workforce to achieve business results and goals.

Qualifications
Utilize workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction.
Monitor key performance to state of service, cost per call and productivity
Review customer metric data and develops plan to improve satisfaction levels.
Recognize and act upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP) throughout the district.
Partner with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads.
Increase parts and services share by representing technical workforce capabilities.
Manage 3rd party accounts (builders, distributors, apt. complexes).
Develop and ensures compliance to ISO processes and company policies to ensure efficient compliant operations.
Demonstrate and foster teamwork within the technical teams, and with other Sears units and businesses.
Maintain a high level of productivity, while supporting a high level of morale.
Ensure adherence and compliance to all technical processes and procedures.
Responsible for performance management and career pathing of direct reports
Travel as required.
Miscellaneous duties as assigned.
The District Technical Manager's specific functions fall into three main groups:
Leadership
Mentor and train, and hold technical managers accountable on achieving district business goals/metrics.
Demonstrate ability to manage a virtual workforce and effectively communicate via non-traditional means.
Display the use of effective decision-making skills.
Ability to multitask and effectively manage time.
Ability to adapt and be an advocate for change.
Convey a positive image of the company in all actions and behaviors.
Customer Service
Utilize workforce-planning process.
Act with urgency to meet technical management needs.
Ensures technical managers are working cohesively on a daily basis to balance capacity/state of service issues to maximize overall district performance and customer satisfaction
Actively recruit and retain dependable, diverse, and customer-focused associates.
Recognize and act upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP) throughout the district.
Maintain a high level of professionalism
Maintain a high level of customer service for internal and external customers
Act as a role model to all associates in putting the customer 1st
Demonstrate effective problem solving and resolution skills when working with customers and coaching associates
Business Literacy
Effectively use payroll planner software to ensure appropriate staffing to customer transaction patterns.
Demonstrate and foster teamwork with the technical managers, Region Routing Office and other Sears units and businesses.
Educate the technical workforce on the metrics that drive revenue and productivity
Experience/Education Requirements:
4-year college degree preferred
Clear background check and drug test
2 - 5 years management experience and/or assignments that demonstrate leadership ability (preferably in a virtual environment).



Sears is an Equal Opportunity/Affirmative Action Employer.