Territory Manager

Req/Job ID: 1007257BREmploying Entity: Transform SR LLCEmployment Category: Regular, Full-timeJob Function: Repair/InstallationStore ID: 08220: IH-Milwaukee WIJOB SUMMARY:The Territory Manager, In-Home is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.JOB SCOPE:Manages 25-30 remote-dispatched technicians spread across a geography or industry, responsible for running on average 2500-3000 call/month.SUPERVISION: Direct: 25-30 direct reportsJOB DUTIES/RESPONSIBILITIES:Reviews customer metric data and develops plan to improve satisfaction levelsUtilizes 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 productivityRecognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP (ancillary sales)) throughout the districtPartners with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loadsPartners with the Region Routing Office to adjust and improve the routing process, as well as, to ensure technician data (schedules, seed points, profiles) is accurateFosters 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 meetingsAnalyzes 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) goalsImplements, directs, adheres and ensures compliance to all applicable laws, regulations, and company policies, company values and code of conductManages activities for the recruitment, and hiring, and performance management and career pathing of direct reportsPartners with the loss prevention to reduce shrinkageMaintains detailed records of all associate training and evaluationsCommunicates with staff and associates through frequent meetings, and ensure all managers both technical and branch hold regular staff meetings with their associatesTrains associates to develop their product knowledge/technical skills, customer service skills and business literacyFollows and ensures compliance of the Safety/Environmental Manual and program via Quality Management Safety MatrixActs with urgency to meet and resolve customers'' needs and problems and develop associates'' commitment to act with urgencyMaintains a high level of in stock parts inventory for both branch units and trucks, to adequately serve the customers needsTrains and motivates team to offer and sell company value added products and/or services to the members during repair callsPerforms supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates.

Created: 2021-11-29