Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading full-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, electronics, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through specialty catalogs and sears.com. Our web-to-store and store-to-web capabilities add even more convenience to our customers. We are also the nation's largest provider of home services, with more than 13 million service calls made annually.
This position is responsible for managing all activities related to the routing of service orders to ensure that customers receive service when requested and that routes are constructed in the most economical and cost-effective manner. This position is also responsible for all routing operations for one or more service districts and for rotating 7-day/week duty to provide constant oversight of the routing center.

Qualifications
�Executes workforce optimization plans (SWAT � Strategic Workforce Analysis Tool).
�Manages technician route concerns.
�Reviews and analyze available short-term scheduled capacity.
�Reviews and updates QMS action plans.
�Reviews SOS/Response Time and responds as needed.
�Reviews customer metric data and develops plan to improve satisfaction levels.
�Communicates effectively to both internal and external customers to ensure that business partners (Retail, Dealers, parts suppliers, Contractor Services Group, PRS District Management, etc.) are aware of customer service issues and are participating in corrective action plans when necessary.
�Implements, directs, adheres to and ensures compliance with all applicable laws, regulations, and Company policies, Company values and Code of Conduct.
�Participates in routing center resource planning process.
�Provides strong process-oriented leadership for routing center teams.
�Supervises, educates and coaches all associates under direct supervision, as well as provides cooperative support to other Route Managers in developing their teams.
�Participates in the resource planning process with the District and Region staffs. Verifies alignment in technician profiles to assure truck stock and training match routable technician skills.
�Provides ongoing analysis of CTQ (critical to quality) routing metrics and provides ongoing communication of performance data to all levels of associates within the routing center.
�Works with the National Routing Manager to conduct process improvement experiments and develop new tools for analyzing and creating improved routes.

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 Employer.

Qualifications

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