Technician Supervisor

JOB SCOPE:
The Technician Supervisor serves as a supervisory figure responsible for overseeing timely and high-quality repairs of members' products while ensuring exceptional member service within the home. This role will also conduct daily service calls.

JOB SUMMARY:
The Technician Supervisor serves as a supervisory figure responsible for overseeing timely and high-quality repairs of members' products while ensuring exceptional member service within the home. This role involves promoting and selling additional products and services to enhance the company s profitability. A key focus is to supervise and mentor both new and incumbent Technicians,
ensuring they receive thorough training on technical skills and customer interaction. The Technician Supervisor collaborates with the district to facilitate specialized training and verifies that all technicians consistently meet or exceed customer service standards during in-home visits. Additionally, this role includes monitoring Technicians progress, providing guidance on their readiness, identifying further training needs, and coaching them on key improvement areas while leading peer training sessions as necessary.

SUPERVISION:
15-20 Direct reports including new hire Home Appliances Service Tech mentees along with incumbent Home Appliances Service Technicians

REPORTS TO:
Area Manager, In-Home

JOB DUTIES/RESPONSIBILITIES:

• Conducts daily service calls to assist customers with extensive repairs or when resources are insufficient to handle scheduled appointments
• Observes and coaches Service Technicians during in-home visits to members
• Directs and trains staff on key technical performance metrics, including but not limited to Net Completes per Day, Member Satisfaction survey results, First Time Solutions, Recalls, and First Time Completes
• Provides timely and quality repairs of members' products while maintaining high member service.
• Coaches and trains others on all operating policies used in the In Home business specific to the roles and responsibilities of an In- Home Service Technician (proper truck maintenance and parts inventory management)
• Instructs and engages others on the Value Added Services Processes (i.e., Selling and Member Pro-Advocacy) through effective communication
• Provides direction and Technical assistance to Peer and Mentor Technicians
• Oversees the allocation and utilization of equipment and materials as related to company issued assets including but not limited to Vehicles, Tools, Cell phones
• Recommends methods to improve business performance and enhance the member experience
• Serves as a liaison between the field team and upper management, facilitating effective communication
• Assists the Area Manager, In-Home in making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent
• 3-4 years of related experience
• License/certification in relevant field
• Valid Driver License for the State of employment
• Up to 25% travel
• 18 years of age or older

REQUIRED SKILLS:

• Knows, understands, demonstrates, and coaches on all tool usage and needs, policies, processes and procedures that apply to the In Home Services Home Appliance technician
• Proven experience in appliance repair or a related field
• Prerequisite required: Candidates for Field Technician Lead Service Technician must have experience as a Home Appliances Service Technician with a meets or above expectations review for the last 2 review periods
• Strong knowledge of appliance repair, troubleshooting, and maintenance including familiarity with various appliance brands and models
• Excellent verbal and written communication skills, including ability to explain technical information to customers and technicians clearly
• Strong analytical and problem-solving skills to address customer issues effectively
• Ability to manage schedules, prioritize tasks, and oversee multiple service calls
• Ability to perform all procedures and work instructions according to Quality Management System (QMS) standards
• Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment, and safe driving
• Flexibility to work evenings or weekends as necessary to meet customer needs
• Ability to constantly lift, carry, push, or pull up to 20 lbs (frequently lift, carry, push or pull 50 lbs; occasionally lift, carry, push or pull 100 lbs)
• Ability to provide candid (both verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions

PREFERRED SKILLS:

• Strong ability to motivate and guide a team effectively.
• Previously certified mentor and/or peer trainer (internal)
• Previous experience in leading or mentoring a group of technicians (internal or external)

2 - 5 Years Experience

Moderate (15-30%)

United States

Waipahu

HI

96797

Sears Home Services - In Home

Repair/Installation

Regular, Full-time

N/A

N/A

Equal Opportunity Employer / Disability / Vet.

#RepairTechnician

Sears Home Services

Honolulu