Job Description

Employment Category

Regular, Full-time

Travel Requirements

Moderate (15-30%)

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Conducts daily service calls to assist customers with extensive repairs or when resources are insufficient to handle scheduled appointments
• Observes and coaches Service Technicians during in-home visits to members
• Directs and trains staff on key technical performance metrics, including but not limited to Net Completes per Day, Member Satisfaction survey results, First Time Solutions, Recalls, and First Time Completes
• Provides timely and quality repairs of members' products while maintaining high member service.
• 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)
• Instructs and engages others on the Value Added Services Processes (i.e., Selling and Member Pro-Advocacy) through effective communication
• Provides direction and Technical assistance to Peer and Mentor Technicians
• Oversees the allocation and utilization of equipment and materials as related to company issued assets including but not limited to Vehicles, Tools, Cell phones
• Recommends methods to improve business performance and enhance the member experience
• Serves as a liaison between the field team and upper management, facilitating effective communication
• Assists the Area Manager, In-Home in making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent
• 3-4 years of related experience
• License/certification in relevant field
• Valid Driver License for the State of employment
• Up to 25% travel
• 18 years of age or older

REQUIRED SKILLS:

• Knows, understands, demonstrates, and coaches on all tool usage and needs, policies, processes and procedures that apply to the In Home Services Home Appliance technician
• Proven experience in appliance repair or a related field
• Prerequisite required: Candidates for Field Technician Lead Service Technician must have experience as a Home Appliances Service Technician with a meets or above expectations review for the last 2 review periods
• Strong knowledge of appliance repair, troubleshooting, and maintenance including familiarity with various appliance brands and models
• Excellent verbal and written communication skills, including ability to explain technical information to customers and technicians clearly
• Strong analytical and problem-solving skills to address customer issues effectively
• Ability to manage schedules, prioritize tasks, and oversee multiple service calls
• Ability to perform all procedures and work instructions according to Quality Management System (QMS) standards
• Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment, and safe driving
• Flexibility to work evenings or weekends as necessary to meet customer needs
• Ability to constantly lift, carry, push, or pull up to 20 lbs (frequently lift, carry, push or pull 50 lbs; occasionally lift, carry, push or pull 100 lbs)
• Ability to provide candid (both verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions

PREFERRED SKILLS:

• Strong ability to motivate and guide a team effectively.
• Previously certified mentor and/or peer trainer (internal)
• Previous experience in leading or mentoring a group of technicians (internal or external)

Job Function

Repair/Installation

Years Experience

2 - 5 Years Experience

Country

United States

Location City

College Point

Work-In City

Lagrangeville

Work-In State

NY

Work-In Postal Code

12526

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#RepairTechnician

Company Brand

Sears Home Services

Additional Compensation Explanation

N/A