Field Operations Manager (Waterloo, IA)
HS Recruiting - In-Home - Waterloo, IA

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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,, 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.The Field Operations Manager is responsible for the leadership of an in-home technical workgroup to achieve business results and goals.

Job Duties/Responsibilities:
  • Reviews customer metric data and develops plan to improve satisfaction levels
  • Utilizes 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 productivity
  • Recognizes and acts upon every opportunity to 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
  • Partners with the Region Routing Office to adjust and improve the routing process, as well as to ensure technician data (schedules, seed points, profiles) is accurate
  • Fosters 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 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 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 Loss Prevention to reduce shrinkage
  • Maintains detailed records of all associate training and evaluations
  • Communicates with staff and associates through frequent meetings, and ensure all managers both technical and branch hold regular staff meetings with their associates
  • 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
  • Maintains a high level of “in stock” parts inventory for both branch units and trucks, to adequately serve the customers needs
  • 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
Qualifications:Job Requirements:
  • In 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 Test
  • 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
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.