Field Operations Manager (Atlanta, GA) Job Listing at Sears Logistics Services, Inc. in Atlanta, Georgia (Job ID 123808BR)
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading broadline retailer providing merchandise and related services. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through more than 2,700 Sears-branded and affiliated stores in the United States and Canada, which includes over 890 full-line and more than 1,350 specialty stores in the U.S. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com, and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, DieHard and Lands' End -- among the most trusted and preferred brands in the U.S. Sears, Roebuck is the 2011 ENERGY STAR® Retail Partner of the Year. The company is the nation's largest provider of home services, with more than 11 million service calls made annually.
The Field Operations Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.
Job Responsibilities: • Review customer metric data and develops plan to improve satisfaction levels • Utilize workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction. (Sales, Technical, Clerical, Supervisory) • Monitor key performance to state of service, cost per call and productivity • 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. • 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. • Foster positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, 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 EBITDA goals • Implement, direct, adhere and ensure compliance to all applicable laws, regulations, and company policies, company values and code of conduct • Responsible for the recruitment, and hiring, and performance management and career pathing of direct reports • Partner with the loss prevention to reduce shrinkage • Miscellaneous duties as assigned • Maintain detailed records of all associate training and evaluations. Specific Essential Functions: • Communicate with staff and associates through frequent meetings, and. Ensure all managers both technical and branch hold regular ready meetings with their associates • Train associates to develop their product knowledge/technical skills, customer service skills and business literacy. • Follow and ensure compliance of the Safety/Environmental Manual and program via ISO Safety Matrix. • Act with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency. • Maintain a high level of “in stock” parts inventory for both branch units and trucks, to adequately serve the customers needs. Experience/Education Requirements: • 4 year college degree preferred • Clear background check and drug test • 2 years management experience and/or assignments that demonstrate leadership ability preferably in a virtual environment • 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
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
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