In Home & Shop Technician Supervisor

Build Your Career with Ashley Furniture - Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world's largest manufacturer of home furnishings, we're more than a business — we're a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you're ready to grow, you've come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary:

The Distribution Center In-Home/Shop Technician Supervisor oversees and manages the daily operations of a team of In-Home and Shop technicians, ensuring they complete tasks efficiently, safely, and in accordance with quality standards. This supervisory role coordinates with the Regional Manager on work schedules, provides technical guidance, monitors performance, and ensures that all In-Home, In-Store, and Shop repairs and warranty work is completed on time and to Manufacturer specifications. The In-Home/Shop Technician Supervisor plays a critical role in maintaining a productive and safe working environment, ensuring compliance with all relevant regulations including best practices and safe driving standards while fostering a culture of customer satisfaction and operational excellence.

Responsibilities:

Team Leadership & Supervision

• Direct and supervise a team of In-Home and Shop technicians, assigning tasks and ensuring work is completed on time and to required quality standards
• Provide training and development opportunities to improve team technical skills, customer service abilities, and overall performance
• Foster a positive, collaborative, and accountable team environment that promotes engagement and retention
• Conduct performance evaluations and provide coaching, feedback, and developmental guidance to technicians
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, and terminations
• Build strong relationships with technicians based on trust, respect, and clear communication

Work Planning & Scheduling

• Plan, prioritize, and schedule daily work assignments to ensure timely completion of In-Home repairs, In-Store service calls, and Shop warranty work
• Monitor workflow, ensuring that work is progressing as planned, and adjust routes and schedules as necessary to meet timeframe requirements and customer deadlines
• Coordinate with the Regional Manager on work schedules, resource allocation, and operational priorities
• Balance workload across the team to optimize productivity and ensure equitable distribution of assignments
• Manage technician territories and routing to maximize efficiency and minimize drive time

Quality Assurance & Standards

• Ensure all work meets the company's quality standards and Ashley Manufacturer Warranty Specifications for furniture repairs and service
• Review operating goals and standards on a daily basis and monitor achievement while ensuring adherence to all Standard Operating Procedures
• Inspect completed work for accuracy, thoroughness, and quality through PAI (Post-Appointment Inspection) reports and field audits
• Ensure proper use of company software including "Product Quality High Jump" in Shop for documentation and quality tracking
• Process and facilitate returns, exchanges, or repairs for defective or unsatisfactory products in accordance with company policies
• Monitor first-time fix rates, customer satisfaction scores, and quality metrics

Equipment & Asset Management

• Ensure that all vehicles, tools, machinery, and equipment are well-maintained, sustained, and in proper working condition
• Coordinate vehicle inspections, preventive maintenance, and repairs to minimize downtime and ensure technician readiness
• Oversee the inventory of parts, tools, and supplies, ensuring that items are available when needed for efficient service delivery
• Manage parts ordering, stock levels, and inventory accuracy to support technician operations
• Ensure proper storage, handling, and security of company assets and materials

Safety & Compliance

• Enforce safety policies and ensure that all work is conducted in compliance with health and safety regulations including OSHA requirements
• Promote a culture of safety, providing guidance on safe working practices, defensive driving practices, and addressing potential hazards
• Conduct safety meetings, training sessions, and audits to reinforce safe behaviors and compliance
• Investigate incidents and accidents, document findings, and implement corrective actions to prevent recurrence
• Ensure technicians use proper personal protective equipment (PPE) and follow safe work procedures

Performance Management

• Monitor individual and team performance against RiFT (Right First Time) expectations and CPH (Cases Per Hour) standards, providing feedback, coaching, and guidance as necessary
• Track key performance indicators (KPIs) including productivity, quality, customer satisfaction, and safety metrics
• Identify performance gaps and implement improvement plans to drive results
• Recognize and reward high performers while addressing performance deficiencies through coaching or corrective action
• Conduct regular one-on-one meetings with technicians to discuss performance, goals, and development

Continuous Improvement & Customer Satisfaction

• Implement best practices to enhance customer satisfaction, productivity, and reduce repair times
• Identify opportunities for process improvements and efficiency gains in service delivery
• Analyze performance data to identify trends and areas for improvement
• Support continuous improvement initiatives and participate in problem-solving activities
• Ensure technicians deliver exceptional customer service and represent the Ashley brand professionally

Core Values Demonstration

• Demonstrate the Company's Core and Growth Values in the performance of all job functions
• Model expected behaviors and hold team accountable to company values and standards

Qualifications:

• High school diploma or GED equivalent required
• Minimum 3-5 years of experience in furniture repair, in-home service, or technical field service
• Minimum 2 years of supervisory or team leadership experience
• Strong technical knowledge of furniture construction, repair techniques, and warranty standards
• Excellent leadership and team management skills with ability to motivate and develop technicians
• Strong organizational and time management skills with ability to manage multiple priorities
• Excellent communication skills, both written and verbal, with customer service orientation
• Proficiency with scheduling software, mobile applications, and Microsoft Office Suite
• Knowledge of OSHA regulations, vehicle safety, and safe driving practices
• Valid driver's license with clean driving record
• Ability to work flexible hours including evenings and weekends as operational needs require
• Physical ability to perform furniture repairs, lift up to 75 lbs, and conduct field inspections

Additional Qualifications, Preferred:

• Associate's degree in Business Administration, Operations Management, or related field
• 5+ years of furniture repair or technical service experience in retail or distribution environment
• Experience with Ashley Furniture products, warranty processes, and repair specifications
• Familiarity with Product Quality High Jump or similar quality management systems
• Knowledge of route optimization and field service management software
• Background in training and development with ability to conduct technical skills training
• Lean or Six Sigma certification with process improvement experience
• Understanding of inventory management and parts procurement
• Experience with customer satisfaction programs and service recovery
• CDL (Commercial Driver's License) or experience managing vehicle fleets

Work Environment:

• This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation. The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment (PPE) such as safety glasses and steel-toed boots. The fast-paced environment involves time-sensitive and safety sensitive operations and may include various shift schedules to support production and distribution needs.

Pay: $20.27 to $30.40

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.

Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.

Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.

Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.

Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.

Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.

Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture's Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

• Corporate Social Responsibility
• View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.

NOTICE FOR WASHINGTON RESIDENTS: Please find important criminal background information here.  

English version can be found here: FCA-Flyer_June 2026_English_Update 

Spanish version can be found here: FCA-Flyer_June 2026_Spanish.pdf