HDES Market Supervisor - Dallas/Fort Worth, TX

The Home Depot•TEXAS - VIRTUAL - TX01, TX

About The Position

The Home Depot Equipment Services Market Supervisor leads effective and efficient operations with technicians in their area. The role drives quality equipment maintenance and repair for Home Depot stores, MDOs, FMOs, and external customers. With guidance from the Regional Equipment Services Manager (RESM), the supervisor executes key elements of the business plan and ensures operational efficiency, staffing, training, talent development, and safety. The supervisor also provides technical training and guidance to technicians troubleshooting repairs. Success in the role requires effective communication across functions and organizational levels, balancing priorities, developing associates, and fostering customer service, safety, and operational excellence. The supervisor creates a positive workplace for associates and excellent service for customers, using Home Depot values and prioritizing customers and associates. The position typically reports to the Regional Equipment Services Manager and has 5–12 geographically dispersed direct reports. Overnight travel is typically required 20% to 50% of the time. The role is typically located in a comfortable indoor area, with possible regular exposure to dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. Physical requirements include intermittent periods of continuous exertion such as walking, standing, stooping, climbing, and lifting materials or equipment, sometimes heavy or awkward.

Requirements

Must be at least 18 years old and legally permitted to work in the United States.
High school diploma and/or GED-level knowledge, skills, and abilities.
Valid driver's license in the state of residence, a driving record in good standing, and ability to drive.
Leadership experience; prior experience with direct reports is not required.
Effective verbal and written communication skills.
Ability 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.
Ability to read and interpret mechanical, hydraulic, pneumatic, or electrical schematics.
Ability to troubleshoot repairs with technicians in person and using technology such as phone or video conferencing.
Availability to take calls from associates working weekends and to check email and respond to emergency or operational weekend messages.
Ability to lift or handle materials or equipment weighing up to 80 pounds occasionally.

Nice To Haves

Working knowledge of Microsoft Office Suite.
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 internal and external customers.
Excellent written and verbal communication skills.
Experience as a traveling technician.

Responsibilities

Promote safety and discipline through leadership, personal compliance, accountability, and communication; partner with support functions to ensure required operator certifications and licenses are maintained.
Occasionally respond onsite to repair equipment or assist with repairs.
Develop associates through weekly feedback and game plans, development resources, ongoing technical guidance, training, coaching, and performance reviews.
Delegate and assign tasks to direct reports; partner with the RESM on staffing and with HR and recruiters on posting, recruiting, and onboarding associates.
Conduct onboarding, assimilation, and training for new associates, and use the progressive disciplinary process with RESM guidance.
Foster collaboration, relationship building, open dialogue, engagement, and a culture of respect and growth.
Engage with in-store leadership to build relationships and solicit feedback on technician service; act as the area point of contact and develop cross-functional partnerships.
Partner with the RESM to respond to customer and business partner feedback.
Conduct ride-alongs and store walks to audit work quality and observe, reinforce, and improve behaviors.
Ensure inventory is stored properly and associates follow parts inventory procedures.
Manage controllable operational metrics, including Resolution Time, Resolution SLA, Response Time, First Time Call Closure, IVR On-Site Compliance, and inventory management.
Monitor technician performance against operational goals and metrics; manage and track work orders and ensure quality work.
Approve associate expenses with guidance from the RESM.
Partner with the Regional Communications Admin to prioritize work orders according to SLAs, repair complexity, and resource utilization.
Provide technical guidance and coaching on troubleshooting repairs and maintenance, and conduct some technical training.
Validate that preventive maintenance and repair processes meet expectations and established performance metrics; run the playbook.
Complete other related responsibilities and assignments as required.