Field Operations Manager - 240734 - Driver Job List

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Company Name Sears Home Services
Location Augusta, Maine
Date Posted January 11, 2018
Category Local Driver Jobs
Job Type Company Driver

Description

The Field Operations 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
associates

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