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Equipment Services Market Supervisor (Remote anywhere in Canada)

Home Depot of Canada Inc.

This is a Contract position in Toronto, ON posted September 21, 2022.

The Home Depot Equipment Services Market Supervisor is responsible for leading effective and efficient operations with the technicians in their area. They drive quality equipment maintenance and repair for THD stores, and external customers. With guidance from the Regional Equipment Services Manager (RESM), the supervisor is responsible for executing the key elements of the business plan and ensuring operational efficiencies, staffing, training, development of talent, and safety. The supervisor conducts some technical training and guides technicians in troubleshooting repairs.

To be successful in this role, the supervisor must effectively communicate across functions and levels of the organization, plan and align to balance priorities, develop a team of associates, and drive a culture of customer service, safety, and operational excellence. As a leader at The Home Depot, the Supervisor is responsible for creating an environment in which associates want to work and customers receive excellent service. The supervisor is to use our values to guide decisions/actions and rely on the inverted pyramid to prioritize work (customers and associates come first).

KEY RESPONSIBILITIES

Compliance and Safety 10%

  • Promote a culture of safety and discipline through leadership, personal compliance, accountability, and communication Partner with support functions to ensure compliance with required operator certifications and licenses.

Equipment Repair 20%

  • Occasionally respond onsite to repair and/or assist with repairs of equipment.

Leading People 40%

  • Develop associates by providing weekly feedback and game plans, utilizing development resources.
  • Provide ongoing technical guidance.
  • Champion growth of self and team using formal development resources available to THD leaders.
  • Develop, celebrate, respect and inspire associates.
  • Independently delegate and assign tasks to direct reports.
  • Partner with the RESM to address staffing needs.
  • Partner with the HR and Recruiters to post, recruit, and onboard new associates.
  • Execute effective onboarding, assimilation, and training plan for new associates.
  • Conduct quality performance reviews and progressive disciplinary process with RESM guidance. Coach associates in technical and behavioral skill development.
  • Foster a culture of One Home Depot through collaboration and connection with internal customers, brand alignment, relationship building, and celebration.
  • Facilitate regular engagement of associates and foster an environment of open dialogue.

Operational Execution 30%

  • Regularly engage with in-store leadership to strengthen relationships and solicit feedback on quality of service being provided by the technicians.
  • Present themselves as the point of contact for anything within their area while building effective, cross-functional partnerships.
  • Partner with RESM to respond to feedback from customers and business partners.
  • Provide technical guidance and coaching to technicians in troubleshooting repairs and maintenance. Conduct some technical training.
  • Validate that preventive maintenance and repairs’ process is being executed in a way that meets expectations and is aligned with established performance metrics.
  • Observe, reinforce, and improve specific patterns of behavior.
  • Run the playbook.
  • Conduct ride-alongs and store walks with technicians to audit the overall quality of work and to observe, reinforce, and improve specific patterns of behavior.
  • Ensure inventory is properly stored.
  • Effectively manage controllable operations’ metrics including but not limited to Resolution Time, Resolution SLA, Response Time, First Time Call Closure, IVR On-Site Compliance, and Inventory management.
  • Monitor and drive technician performance alignment with operational goals and specified metrics. Manage and track work order performance and ensure quality work by technicians.
  • Approve associate expenses with guidance from RSEM.
  • Ensure associates are following proper procedures for managing parts’ inventory.
  • Partner with the Regional Communications Admin. to prioritize work orders in alignment with SLAs, complexity of repairs, and optimizing utilization of resources.

NATURE AND SCOPE

  • This Position typically reports to Regional Equipment Services Manager
  • This position has 5-12 geographically dispersed direct reports
  • This position requires travel up to 50% of the time. A typical week includes 1-3 days of admin time and 2-3 days in the field.