Head of Market Management

The Home Depot; Texas; On-site; USD 85,000 - 110,000; Full time

Job summary

The Home Depot Equipment Services Market Supervisor leads technicians across the area to ensure quality maintenance and repair for THD stores, MDOs, FMOs, and external customers.

With guidance from the RESM, you will develop talent, drive safety, and optimize operations, while aligning to the business plan and delivering excellent service.

Travel up to 50% is typical; you will mentor staff, conduct training, and partner with regional teams to improve service metrics and customer satisfaction.

Qualifications

• High school diploma or GED
• Minimum 3 years of experience repairing equipment and performing preventive maintenance
• Ability to travel overnight up to 50%
• Strong cross-functional communication and leadership skills

Responsibilities

• Lead and develop technicians; drive safety and operational excellence
• Oversee equipment maintenance and repair for stores and external customers
• Monitor metrics such as resolution time, SLA, and inventory controls
• Manage parts inventory and approve associate expenses with guidance
• Conduct technical training, onboarding, and regular performance feedback

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger. 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).

• 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. 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; 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. This Position typically reports to Regional Equipment Services Manager

Travel Requirements:

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

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.

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

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

Working knowledge of Microsoft Office Suite

Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

Working knowledge of Microsoft Office Suite

Experience as a traveling technician

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

Minimum Years of Work Experience:

~Preferred Years of Work Experience:

~ Decision Quality

Customer Focus

Manages Conflict