Providing leadership/direction. Participating in identifying coaching/training needs, • First line contact for all internal Technical Support across Canada• Respond and resolve more complex technical queries and issues. • Advisor for all HVAC, HA, Lawn and Garden, Recreation Equipment including resolving technical issues, wiring schematics and providing current Service Repair information.Collaborating with Manufacturers, Factory Technical Support, Trainers and Service Branches to review issue and maintain various Service Bulletins and Repair Procedures Responsible for Approving Repairs to assist in controlling corporate expense.Inputting and Maintaining an Information Data Base to provide Technicians to access Technical Documents downloads to their PlayBooks for immediate review Assist in Training and Advising Non-Technical Support Associates in Call Centre

Communicate, measure and monitor branch and individual objectives and expectations while coaching individuals to drive performance Provide training for employees on all aspects of their job including company and branch policies and procedures, monitor performance and coach to improve if performance is below expectations Motivate employees to keep the best interest of the customer and company top of mind and provide regular feedback and recognition on performance Ensure adherence to established methods to maintain customer service excellence standards. Manage customer escalations and take corrective action on a timely basis where standards fall below 100% satisfaction Forecast people resources and identify where additional resources are required Communicate, train and monitor adherence to the established Health and Safety plan, policies and procedures Efficient Inventory Control, completion of daily work activities, and managing of labour cost within budgeted targets

Providing leadership/direction to Associate reporting, including assigning work, scheduling and monitoring workflow, conducting performance assessments. Participating in succession planning and identifying coaching/training needs, available training, licenses and technology Responsible for 23 on-site service technicians in the Home Appliance and HVAC industry Manages/Schedules day to day operations including setting call loads, monitoring technician's progress through Seats wireless mobile system and ensure that all service calls are completed in an efficient and timely manner Quality Education Leader Supervises pre-edit process, authorizing part orders from local suppliers Tracking technician's performance by calls handled, call completion percentage, revenue per call, cost effectiveness per call and incomplete call percentage Motivates Associates to perform at their peak through Performance Improvement Counselling and Frontline Coaching

Diagnose and repair customer and Sears owned merchandise promptly and accurately Represent Sears Canada Inc. in a courteous, positive and professional manner Responsible for completing service orders and paperwork concise and accurately