Position Purpose:The Region Equipment Services Manager (RESM) is responsible for leading profitable operations with the field team in their assigned Region. The position manages the equipment maintenance and repair for THD stores, MDOs, FMOs and various external customers within their assigned region. RESMs are responsible for executing the key elements of the business strategy and ensuring quality of work, operational efficiencies, staffing, training, development of talent, safety and profitability including P&L for their regional growth. To be successful in this role a RESM must strategically plan and align to balance priorities and multiple business partners, develop a team of associates, and create a culture of customer service, safety, and operational execution. As a leader at The Home Depot, the RESM is responsible for creating an environment where associates want to work, and customers receive excellent service. RESMs are to develop and engage associates, provide great customer service, utilize financial and store reports to identify operational opportunities, monitor market trends and competition and execute plans to consistently improve in all of these areas. RESMs must effectively communicate and engage their team in the strategy execution. RESMs must establish a presence in their region by conducting regular store walks, town hall meetings, staff meetings with associates and engagement with store leadership. Lead by example as a champion of people while delivering consistent results in service and profitability through operational excellence.
Key Responsibilities:- 15% Compliance & Safety - Promote a culture of safety and discipline through leadership, ensure recognition for safety milestones, personal compliance, accountability, and communication Oversee workers compensation and vehicular incident reviews to include attending incident review meetings and follow up on action discipline when necessary
- Collaborate with business partners to support all Company programs, including but not limited to work order audits, safety, training, state/local regulatory compliance and issue resolution Partner with support functions to ensure compliance with required operator certifications and licenses
- 35% Financial and Operational Execution - Regularly engage with in-store and regional store leadership to strengthen relationships and solicit feedback on quality of service being provided by the technicians Develop and maintain effective relationships with business partners throughout their region including store, district, and regional leadership. Establish and maintain relationship with the store and field support centers Present themselves as the point of contact for anything within their region building effective, cross-functional partnerships in a position of influence
- Partner with the Regional Communications Admin. to prioritize work orders in alignment with SLAs, complexity of repairs, and optimizing utilization of resources Complete other related responsibilities and/or assignments as required
- Validate that preventive maintenance and repairs process is being executed and documented in a way that meets expectations and is aligned with established performance metrics Observe, reinforce, and improve specific patterns of behavior Conduct ride-alongs with technicians to audit the overall quality of work and to observe, reinforce, and improve specific patterns of behavior
- Drive alignment with Service Level agreements and monitor performance against metrics and related financial impacts. Achieve or exceed all P&L controllable metrics including but not limited to sales, expenses, and operating profit
- 50% Leadership of People - Partner cross-functionality in the creation and execution of robust Servant Leadership plans for associate development and celebration in addition to a focus on respect and inspiring associates Foster a culture of One Home Depot through collaboration and connection with internal customers, brand, relationship building, and celebration Facilitate regular engagement of associate and foster an environment of open dialogue
- Conduct quality performance reviews as well as ongoing performance management of direct reports Coach associates in technical and behavioral skill development in addition to securing other resources as needed Champion growth of self and team using formal development resources available to THD leaders
- Consistently and regularly communicate with the team for alignment on operational direction, new programs, policy/SOP changes, and the vision of the region as well as the company Conduct weekly staff meetings and bi-weekly 1-1 connection point conversations with their associates
- Partner with DLES to identify and address staffing needs. Partner with the HR and Talent Acquisition team to post, recruit, and onboard new associates Actively look for talent and build related internal and external relationships aligned with current and future business needs Develop and execute a robust onboarding, assimilation, and training plan for new associates
Direct Manager/Direct Reports:- This Position typically reports to Division Equipment Services Manager
- This position has 30-60 direct reports dispersed across multiple states
Travel Requirements:- Typically requires overnight travel more than 50% of the time.
Physical Requirements:- Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
Working Conditions:- Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
Minimum Qualifications:- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Knowledge, skills and abilities typically acquired through the completion of a high school diploma and /or GED.
- Valid driver's license in state of residence, have a driving record in good standing, and have ability to drive.
- At least two years of leadership experience and relevant operations experience.
- Strong verbal and written communication skills
- Must be able to travel overnight 50% of the time.
- Must reside within a specified area of their region as designated by the Division Manager.
- Ability to work a flexible, minimum 50 hours a week, schedule to possibly include nights and weekends.
Preferred Qualifications:- Working knowledge of Microsoft Office Suite
- Working knowledge of presentation software (e.g., Microsoft PowerPoint)
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Demonstrated project management skills
- Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
- Excellent written and verbal communication skills
- 1+ years of experience managing and developing a geographically dispersed workforce
- 3+ years of experience leading, managing teams of direct reports
- 3+ years of related operations and safety experience, general knowledge of equipment maintenance and repair.
- Bachelor's Degree or equivalent in a related field of study
- Familiarity with managing a P&L
Minimum Education:- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:Minimum Years of Work Experience:Preferred Years of Work Experience:- No additional years of experience
Minimum Leadership Experience:Preferred Leadership Experience:Certifications:Competencies:- Action Oriented
- Decision Quality
- Directs Work
- Drives Vision and Purpose
- Manages Ambiguity
- Attracts Top Talent
- Builds Effective Teams
- Collaborates
- Drives Engagement
- Ensures Accountability
- Optimizes Work Processes
- Plans and Aligns
- Situational Adaptability
- Communicates Effectively
- Customer Focus
- Develops Talent
- Drives Results
- Manages Conflict
For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:
The pay range for this position is between $70,000.00 - $120,000.00
