Service Manager - Yakima/Union Gap, WA

Job Category Installation/Maintenance/Repair Career Level Experienced (Non-Manager) Service Manager - Yakima/Union Gap, WA Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.Attention auto center managers, power & phone company supervisors, home improvement center managers: Here is a career you might consider with better hours, major holidays off, yearly bonus potential!The Service Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.The Service Manager supports, organizes, directs, coaches and develops the technical workforce to maximize the efficient and cost effective use of technical payroll to achieve high levels of customer satisfaction and revenue growth. The Service Manager supports the technical workforce by informing and educating them about business changes and by being their advocate/champion in removing barriers to providing excellent customer service. This manager should be a "champion partner" in finding a stellar workforce.For our Eastern WA office, we are looking for someone experienced managing professional teams--a group of veterans, while also recruiting & training new hires. Repair experience is not necessarily factor.The office is in Union Gap and commuting to that location will be expected.QualificationsReview customer metric data and develops plan to improve satisfaction levelsUtilize workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction. Monitor key performance to state of service, cost per call and productivityRecognize and act upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP.Partner with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads.Partners with the RRC 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 and develops and/or recommends strategic solutions to improve business performance and meet EBITDA goalsEnsure compliance to all applicable laws, regulations, and company policies, company values and code of conductResponsible for the recruitment, and hiring, and performance management and career pathing of direct reportsPartner with the loss prevention to reduce shrinkage Maintain detailed records of all associate training and evaluations.Review customer metric data and develops plan to improve satisfaction levelsMonitor key performance to state of service, cost per call and productivitySpecific Essential Functions:Communicate with staff and associates through frequent meetings, and. Ensure all managers both technical and branch hold regular ready meetings with their associatesTrain 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 preferredClear background check and drug test2 years management experience and/or assignments that demonstrate leadership ability preferably in a virtual environmentIn 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 TestBenefitsAs a Sears associate, your career path options will be determined by your performance and your desire to advance further within the Sears organization. We have some of the best benefits available in the industry to choose from:MedicalDentalLife InsuranceVacation Holidays401k with company matchShort and long term DisabilitySears merchandise discountsHealth Care Flexible Spending AccountDependent Care Spending AccountBusiness travel insuranceWorklife solutionsVision PlanLegal PlanLong Term Care PlanPet InsuranceAuto and Home InsuranceBusiness Travel Accident CoverageMortgage AssistanceSears is an Equal Opportunity/Affirmative Action Employer.