Contractors’ Warehouse —
Home Depot Equipment Services Market Supervisor

Position Purpose:

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, MDOs, FMOs and various 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:

• 10% Compliance and Safety – 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
• 20% Equipment Repair – Occasionally respond onsite to repair and/or assist with repairs of equipment
• 40% Leadership of People – Develop associates by providing weekly feedback and game plans, utilizing blueprints and THD 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
• 30% Operational Execution – 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; 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; 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 Complete other related responsibilities and/or assignments as required

Direct Manager/Direct Reports:

• This Position typically reports to Regional Equipment Services Manager
• This Position has 5-12 geographically dispersed Direct Reports

Travel Requirements:

• Typically requires overnight travel 20% to 50% of the time.

Physical Requirements:

• Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

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 the state of residence. Have a driving record in good standing and have ability to drive
• Leadership experience. Experience with direct reports is not required
• Effective verbal and written communication skills
• Must be able to travel overnight up to 50% of the time.
• At least 3 years of experience repairing equipment and conducting preventive maintenance on industrial and commercial equipment. Demonstrated the ability to read and interpret mechanical, hydraulic, pneumatic, or electrical schematics. Demonstrated the ability to troubleshoot repairs with technicians in person and using technology (phone, video conferencing, etc)
• Be available to take calls from associates working weekends and available to check email and respond to emergency and/or operational weekend messages
• Ability to lift or handle materials or equipment up to 80lbs occasionally

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• 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
• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Excellent written and verbal communication skills
• Experience as a traveling technician

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Decision Quality
• Collaborates
• Drives Engagement
• Plans and Aligns
• Communicates Effectively
• Customer Focus
• Develops Talent
• Manages Conflict