Technical Assistant (Olathe, KS)
Company Name:
Sears Holdings
Assists technicians in troubleshooting and directly supports field service technicians via in-bound phone lines
using technical product knowledge, computerized database information and other outside sources. Records
information in various systems including but not limited to NPS and Microsoft office tools.
Job Duties/
Responsibilities:
Answers incoming calls from field technicians and provide technical assistance and/or symptom analysis in the repair of products to help reduce parts usage and improve first time completes. Identifies part numbers and product specifications for repair.
Helps resolve technician concerns by assisting technicians in overcoming technical barriers, recognizing,rewarding and enforcing good behaviors, and partnering with STAC on diagnosis.
Partners with RTAO to recognize gaps in parts as well as helps identify early predictors of high moving parts usage and report to local management team. Locates parts that can be secured locally or on neighboring Truck Stocks, as needed.
Helps resolve 3rd party process questions and answers with Technicians. Pre-approves service calls requiring installation or ordering of parts.
Assists in Sears Smart Toolbox (SST) operations and helps peers navigate through problems with SST processes.
Mentors 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 (TM) / Territory Operations Manager (TOM) / District Service Manager (DSM)
Coaches technical workforce about safe work practices, work/customer environment, use of personal
protective equipment, and safe driving.
Recommends methods to improve business performance and enhance the customer experience.
Directs and trains technical performance metrics including, but not limited to: Net Completes per Day, Customer Satisfaction survey results, First Time Solutions, Recalls, First Time Completes, etc.
Provides training and coaching to incumbent technicians on specific opportunity areas
Provides candid (verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions.
Performs other duties as assigned.
Required Skills:
Technical abilities to operate a computer in a Windows environment and use different computer applications including NPS, Microsoft Office and other similar programs
Ability to accurately diagnose and repair appliances/equipment with an understanding of basic electrical principals.
Ability to communicate effectively in person, over the phone and present themselves in a professional manner.
Ability to handle stressful situations and work in a fast-paced environment
Ability to communicate diagnosis of needed repairs of products to the customer in a knowledgeable and courteous manner, tailoring communication for audience/situation.
Ability to effectively communicate (read, write and speak) with Sears associates, vendors, third party customers and other outside sources (i.e., Routing, STAC, etc.) in a professional customer service-oriented manner.
Ability to perform all services within manufacturer specifications and all procedures /work instructions according to QMS standards.
Ability to read, understand and navigate through information presented in diagrams, or other pictorial displays including the Sears Smart Toolbox (SST) to input, access, modify or output information.
Must demonstrate a commitment to quality work in all areas including following specific process steps to ensure quality workmanship and prevent recalls.
Ability to avoid accidents by recognizing potential unsafe situations, and responding appropriately when accidents occur.
Ability to follow appropriate industry specific regulations related to the handling of hazardous materials.
Ability to apply appropriate use of security, maintenance and safety procedures to protect company and customer assets (truck, tools, parts, inventory, etc.).
Ability to effectively demonstrate appropriate time management skills.
Ability to work with minimal supervision.
EOE Minorities / Females / Protected Veterans / Disabled
Requisition ID: 374037BR
Job Function: Repair/Installation
Employment Category: Regular, Full-time
State: Kansas (KS)
State or Province/City: OLATHE
Location: 14804 117TH STREET,OLATHE, KS 66062, US
Post Code: 66062
Post Date: 08/19/2014
Brand: Sears
Business Unit: Home Services - In Home
Store: 08420: SEARS HS-KANSAS CITY SVC CTRLEstimated Salary: $20 to $28 per hour based on qualifications.
Sears Holdings
Assists technicians in troubleshooting and directly supports field service technicians via in-bound phone lines
using technical product knowledge, computerized database information and other outside sources. Records
information in various systems including but not limited to NPS and Microsoft office tools.
Job Duties/
Responsibilities:
Answers incoming calls from field technicians and provide technical assistance and/or symptom analysis in the repair of products to help reduce parts usage and improve first time completes. Identifies part numbers and product specifications for repair.
Helps resolve technician concerns by assisting technicians in overcoming technical barriers, recognizing,rewarding and enforcing good behaviors, and partnering with STAC on diagnosis.
Partners with RTAO to recognize gaps in parts as well as helps identify early predictors of high moving parts usage and report to local management team. Locates parts that can be secured locally or on neighboring Truck Stocks, as needed.
Helps resolve 3rd party process questions and answers with Technicians. Pre-approves service calls requiring installation or ordering of parts.
Assists in Sears Smart Toolbox (SST) operations and helps peers navigate through problems with SST processes.
Mentors 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 (TM) / Territory Operations Manager (TOM) / District Service Manager (DSM)
Coaches technical workforce about safe work practices, work/customer environment, use of personal
protective equipment, and safe driving.
Recommends methods to improve business performance and enhance the customer experience.
Directs and trains technical performance metrics including, but not limited to: Net Completes per Day, Customer Satisfaction survey results, First Time Solutions, Recalls, First Time Completes, etc.
Provides training and coaching to incumbent technicians on specific opportunity areas
Provides candid (verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions.
Performs other duties as assigned.
Required Skills:
Technical abilities to operate a computer in a Windows environment and use different computer applications including NPS, Microsoft Office and other similar programs
Ability to accurately diagnose and repair appliances/equipment with an understanding of basic electrical principals.
Ability to communicate effectively in person, over the phone and present themselves in a professional manner.
Ability to handle stressful situations and work in a fast-paced environment
Ability to communicate diagnosis of needed repairs of products to the customer in a knowledgeable and courteous manner, tailoring communication for audience/situation.
Ability to effectively communicate (read, write and speak) with Sears associates, vendors, third party customers and other outside sources (i.e., Routing, STAC, etc.) in a professional customer service-oriented manner.
Ability to perform all services within manufacturer specifications and all procedures /work instructions according to QMS standards.
Ability to read, understand and navigate through information presented in diagrams, or other pictorial displays including the Sears Smart Toolbox (SST) to input, access, modify or output information.
Must demonstrate a commitment to quality work in all areas including following specific process steps to ensure quality workmanship and prevent recalls.
Ability to avoid accidents by recognizing potential unsafe situations, and responding appropriately when accidents occur.
Ability to follow appropriate industry specific regulations related to the handling of hazardous materials.
Ability to apply appropriate use of security, maintenance and safety procedures to protect company and customer assets (truck, tools, parts, inventory, etc.).
Ability to effectively demonstrate appropriate time management skills.
Ability to work with minimal supervision.
EOE Minorities / Females / Protected Veterans / Disabled
Requisition ID: 374037BR
Job Function: Repair/Installation
Employment Category: Regular, Full-time
State: Kansas (KS)
State or Province/City: OLATHE
Location: 14804 117TH STREET,OLATHE, KS 66062, US
Post Code: 66062
Post Date: 08/19/2014
Brand: Sears
Business Unit: Home Services - In Home
Store: 08420: SEARS HS-KANSAS CITY SVC CTRLEstimated Salary: $20 to $28 per hour based on qualifications.
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