Territory Manager - In Home Services

JOB SUMMARY:

The Territory Manager, In-Home is responsible for leading the In-Home technical workgroup in order to achieve business results and goals. This position controls and manages the service process for Sears Home Services appliance repair operations within the district. The Territory Manager, In-Home periodically inspects the work of technicians to ensure that the quality and consistency

of workmanship meets Company standards. This position provides management of customer satisfaction and Company assets. Additionally, this position has the authority to identify, recruit, train and develop appliance repair technicians in accordance with Company requirements.

JOB SCOPE:

Manages approximately 40 dispatched technicians spread across a geography or industry, responsible for running on average 2500-3000 call/month

SUPERVISION:

Direct: approximately 40 direct reports

REPORTS TO:

Territory Field Director

JOB DUTIES/RESPONSIBILITIES:

• Monitors key performance to state of service, cost per call and productivity
• Recognizes and acts upon every opportunity to participate in demand generation and 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
• Fosters positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, 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 in partnership with the TFD 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 the loss prevention to reduce shrinkage
• 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
• Trains and motivates team to offer and sell company value added products and/or services to the members during repair calls
• 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

Responsibilities/Skills/Experience Requirements

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:

• 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 transmission
• Ability to train and motivate team to offer and sell company value added products and/or services to the members during repair calls

Years Experience

2 - 5 Years Experience

Travel Requirements

Moderate (15-30%)

Country

United States

Work-In Location

08555: ELK GROVE - IN HOME

Work-In City

Hoffman Estates

Work-In State

IL

Work-In Postal Code

60179

Business

Sears Home Services - In Home

Job Function

Operations

Employment Category

Regular, Full-time

Compensation Range

$75,000

Salary : $75,000