District Technical Manager resume example

As the District Technical Manager I am responsible for leading the In-Home technical workgroup in order to achieve business results and goals. This position controls and manages the installation and service process for Home Improvement's Heating Ventilation and Air Conditioning (HVAC) products within the District. This position provides management of scheduling, quality and customer satisfaction and service; materials management; and the management of the Independent Contractor and employee workforce. Additionally, this position has the authority to identify, recruit, train and develop HVAC Technicians and Associates in accordance with Sears' requirements. Also, this position periodically inspects the work of all new HVAC Technicians to ensure that the quality and consistency of workmanship meets Sears' standards.

•Manages the Heating Ventilation and Air Conditioning (HVAC) products lines in the District
•Balances ratio of installations done by Contractors and HVAC Technicians to maintain baseline minimum of hours for HVAC Technicians while managing risk of Contractor attrition
•Manages and controls all District service related costs for the HVAC product line
•Provides guidance and direction to HVAC Technicians in the installation and repair process by supervising all jobs in progress
•Supports the installation process by managing communications with the customer on HVAC jobs in progress and service issues
•Resolves customer service disputes on work in progress and completed jobs according to Sears' service policy
•Ensures Customer Business Review sequence is completed as scheduled
•Supports the Installation process through effective materials and inventory management, including inventory variances
•Supports the installation process by identifying, communicating and resolving contract issues with sales staff
•Ensures proper permits and licenses for all jobs have been obtained as required
•Ensures all required documentation is completed for each job (i.e., labor and material bills, completions and job costs)
•Ensures that the District Backlog Update is completed for each HVAC job in progress
•Enforces proper procedures of certification program
•Follows up on all phone inquiries from the customer, Sales staff, product Vendor or Sub-Contractor
•Ensures Contractors carry the required insurance coverage, and ensures that the coverage remains current
•Supports the HVAC installation process by identifying, recruiting, training and developing HVAC Technicians and Contractors in accordance with Sears' requirements
•Reviews customer metric data and develops plans to improve satisfaction levels
•Utilizes workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction