Assistant Market Manager

3 weeks ago

Santa Clara, United States HOME DEPOT U.S.A., INC. Full time
POSITION PURPOSE:
The Assistant Market Manager (AMM) is responsible for managing Measurement Technicians (MT's). AMM's hold Measure Tech's accountable for conducting spot audits, site visits and ride-alongs. The AMM's ensure the MT's are using correct techniques, following the dress code and using the correct equipment. AMM's support the MT's and address any customer concerns, and technical problems the MT's may encounter. AMM's handle customer service issues, resolve scheduling, and measure concerns, including MT's routing. AMM's are responsible for finding resolutions to customers service issues brought to them by the MT's (specific concerns with stores, in-home safety, inspections, and code needs which often result in rescheduling the measure). AMM's maintain market reports including monitoring morning and afternoon MT's assignments and ensuring the assigned jobs are uploaded into the database correctly and in a timely manner. Responsibilities also include responding to unassigned customers reports and charge back/claims reports including monitoring and adjusting quotes and rescheduling measures. AMM's are also responsible for maintaining the store relations between Home Depot Measurement Services (HDMS) and The Home Depot stores. AMM's are responsible for hiring, disciplining, and reporting payroll for their assigned MT's.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES:
  • Support the MT's and address any customer concerns, and technical problems the MT's may encounter.
  • Oversee MT's - training/retraining, spot checks /site visits, field phone calls with issues, concerns, technical problems.
  • Maintain market reports including monitor morning and afternoon MT's assignments, unassigned customers report, and chargeback/claims report including monitor and adjust quotes.
  • AMM's are also responsible for maintaining the store relations between HDMS and the THD Stores.
  • Responsible for hiring, disciplining, and reporting payroll for their assigned MT's.
NATURE AND SCOPE:
  • Position Reports to: Field Director Services
  • Number of Direct Reports: 1-10
ENVIRONMENTAL JOB REQUIREMENTS:

Environment:
  • Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.
Travel:
  • Typically requires overnight travel 5% to 25% of the time.
MINIMUM QUALIFICATIONS:
  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States
EDUCATION REQUIRED:
  • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE:
  • 3+ years
PHYSICAL JOB REQUIREMENTS:
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
PREFERRED QUALIFICATIONS:
  • Experience managing associates remotely.
  • Strong computer skills.
  • Strong customer service experience.
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:
  • Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made.
  • Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast-paced environment.
  • Demonstrated ability to effectively communicate with customers.
  • Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
  • Demonstrated knowledge of Home Depot flooring offerings.

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