Lead Mentor Home Appliance Service Technician (Nashville, TN) Job Listing at Sears Logistics Services, Inc. in Nashville, Tennessee (Job ID 125520BR)

Retail

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.

Job Summary: The Lead Mentor Technician, on an individual and mentor/mentee basis, is responsible for providing timely and quality repairs of customers' products while maintaining high customer service. This position promotes and sells additional products and services that directly impact the profitability of the Company. In addition, the purpose of this position is to provide direct mentoring of new hire technicians during the first phase of their onboarding. The Lead Mentor Technician works with the district to ensure specialized training is delivered, and all aspects of technical onboarding are satisfied. The Lead Mentor Technician advises TM/DTM/DSGM of technician's readiness and additional training needs. Additionally, the Lead Mentor Technician will be tasked to provide training and coaching to incumbent technicians on specific opportunity areas and to lead peer training courses as requested. Job Duties/Responsibilities: • 35% Provides direction and Technical assistance to Peer and Mentor Technicians • 10% Conducts Technical Training and mentors other Technicians in the Home Appliances Industry • 35% Recommends methods to improve business performance and enhance the customer experience • 5% Instructs and engages others on the Value Added Services Processes (i.e., Selling and Customer Pro-Advocacy) through effective communication • 5% 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) • 5% Directs and trains on technical performance metrics including, but not limited to: Net Completes per Day, Customer Satisfaction survey results, First Time Solutions, Recalls, First Time Completes • 5% Mentors on use of support network (Customer Care Network (CCN), Client Interaction Team (CIT), Center of Excellence (COE), Sears Technical Assistance Team (STAC), District office support, District Staff, Routing, and others as identified by the Technical Manager/Area Operations Manager/District Technical Manager/District Service General Manager • Demonstrates exemplary technicial behaviors to new and incumbent Technicians and serves as a positive role model • Recognizes and Communicates existing asset gaps of their assigned workforce to the appropriate Technical Manager or Area Operations Manager • Performs miscellaneous duties as assigned

To provide the proper customer focus, the In-Home Service Technician must: •Work as a dedicated team member to ensure fast, flexible and expert service to every customer •Demonstrate a sense of urgency to meet customer time commitments •Successfully complete all Technician I training elements within required timeframes •Meet key performance metrics and/or productivity goals as defined by the business •Provide knowledgeable and courteous repair service •Continuously look for methods to improve business performance and enhance the customer experience •Follow the Value Added Services Process (i.e., selling extended warranties, water filters, etc.) by effectively communicating the benefits to the customer •Provide direction to a Technical Helper, as applicable •Ability to receive truck stock at home if the company vehicle is retained at the technician’s place of residence or other designated location. •Mentor other technicians, as applicable •Maintain truck stock inventory within the prescribed company guidelines and standards •Follow the truck maintenance schedule and keep a clean, organized truck •Adhere to all company policies and procedures •Perform miscellaneous duties as assigned

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:

• Medical and Dental Plans
• Health Care and Dependent Daycare Flexible Spending Accounts
• Short and Long-Term Disability
• Company Paid and Optional Life Insurance
• Business Travel Insurance
• Merchandise Discount
• Adoption Assistance
• Kmart Advantage Rx
• ConSern Loans for Education
• Worklife Solutions
• Voluntary Benefits
• Commuter Benefits
• Sears Holdings Corporation Associate Stock Purchase Plan
• 401(k) Savings Plan
• Vacation Time with Personal Days
• National Holidays
  

An Equal Employment Opportunity and Affirmative Action Employer.