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Lead Mentor Home Appliance Service Technician, In-Home

Company: Sears Holdings Corporation
Location: Yonkers
Posted on: September 12, 2020

Job Description:

A sign on bonus up to $2000 may apply to qualified candidates! Pay is $25 to $27 per Hour! The Lead Mentor Technician, on an individual and mentor/mentee basis, is responsible for providing timely and quality repairs of customers' products while maintaining high customer service. This position promotes and sells additional products and services that directly impact the profitability of the Company. In addition, the purpose of this position is to provide direct mentoring of new hire technicians during the first phase of their onboarding. The Lead Mentor Technician works with the district to ensure specialized training is delivered, and all aspects of technical onboarding are satisfied. The Lead Mentor Technician advises TM/DSM of technician's readiness and additional training needs. Additionally, the Lead Mentor Technician will be tasked to provide training and coaching to incumbent technicians on specific opportunity areas and to lead peer training courses as requested. Responsibilities are contained within the District and are business unit specific: Reduction in District Technical turnover with indirect impact to EBITDA. Responsibilities/Skills/Experience Requirements : Job Duties/Responsibilities: 35% Provides direction and Technical assistance to Peer and Mentor Technicians 10% Conducts Technical Training and mentors other Technicians in the Home Appliances Industry 35% Recommends methods to improve business performance and enhance the customer experience 5% Instructs and engages others on the Value Added Services Processes (i.e., Selling and Customer Pro-Advocacy) through effective communication 5% 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) 5% Directs and trains on technical performance metrics including, but not limited to: Net Completes per Day, Customer Satisfaction survey results, First Time Solutions, Recalls, First Time Completes 5% Mentors on use of support network (Customer Care Network (CCN), Client Interaction Team (CIT), Center of Excellence (COE), Sears Technical Assistance Team (STAC), District office support, District Staff, Routing, and others as identified by the Technical Manager/Area Operations Manager/District Technical Manager/District Service General Manager Demonstrates exemplary technicial behaviors to new and incumbent Technicians and serves as a positive role model Recognizes and Communicates existing asset gaps of their assigned workforce to the appropriate Technical Manager or Area Operations Manager Performs miscellaneous duties as assigned

Keywords: Sears Holdings Corporation, Yonkers , Lead Mentor Home Appliance Service Technician, In-Home, Professions , Yonkers, New York

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