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Territory Manager - Hoffman Estates, United States - Transformco
Description
Job DescriptionJOB SUMMARY:
The Territory Manager, In-Home is responsible for leading the In-Home technical workgroup in order to achieve business results and goals.
of workmanship meets Company standards. This position provides management of customer satisfaction and Company assets.
Additionally, this position has the authority to identify, recruit, train and develop appliance repair technicians in accordance with Company requirements.
JOB SCOPE:
Manages approximately 40 dispatched technicians spread across a geography or industry, responsible for running on average call/month
SUPERVISION:
Direct:
approximately 40 direct reports
REPORTS TO:
Territory Field Director
JOB DUTIES/
RESPONSIBILITIES:
Monitors key performance to state of service, cost per call and productivity
Recognizes and acts upon every opportunity to participate in demand generation and drive revenue through the embedment of the Value Added Services Program (VASP (ancillary sales)) throughout the district
Partners with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads
Fosters positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, 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 in partnership with the TFD to improve business performance and meet Earnings before Interest, Taxes, Depreciation and Amortization (EBITDA) goals
Implements, directs, adheres and ensures compliance to all applicable laws, regulations, and company policies, company values and code of conduct
Manages activities for the recruitment, and hiring, and performance management and career pathing of direct reports
Partners with the loss prevention to reduce shrinkage
Trains associates to develop their product knowledge/technical skills, customer service skills and business literacy
Follows and ensures compliance of the Safety/Environmental Manual and program via Quality Management Safety Matrix
Acts with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency
Trains and motivates team to offer and sell company value added products and/or services to the members during repair calls
Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates
Responsibilities/Skills/Experience Requirements
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:
2 years management experience and/or assignments that demonstrate leadership ability preferably in a virtual environment
Ability to make fact-based decisions, but exercise creativity, and take responsible risks.
Effective problem solving and resolution skills when working with customers and coaching associates
Ability to manage a virtual workforce and effectively communicate via non-traditional means
Effective decision making skills
Ability to multitask and effectively manage time
Ability to adapt and be an advocate for change
Ability to effectively use payroll planner software (Access) to ensure appropriate staffing to customer transaction patterns
Ability to handle stressful situations and work in a fast-paced environment
Ability to read, analyze and utilize reports
Ability to use computer systems to input, access, modify or output information or to execute programs or analyses
Excellent communication skills with virtual workforce
Knowledge of the business, with the ability to communicate the goals of Home Services to associates
Ability to lift, carry, push or pull up to 50 lbs.
Ability to bend, squat, kneel, twist, turn, climb, crawl, reach above shoulder, reach outward, handle and finger objects, stand, walk, sit and extend trunk
Ability to type using a keyboard
Ability to drive a vehicle with an automatic transmission
Ability to train and motivate team to offer and sell company value added products and/or services to the members during repair calls
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