On Site Service Manager- Valliant, OK

This On Site Services Manager will be working from the Valliant and Wright City, OK locations.

Provide leadership to the local market in support of the Customer Service Department. The Customer Service Manager will fulfill key
service operations for on-site customer engagements and is empowered to make key decisions impacting every aspect of the service for the customer. This includes activities that drive superior service, sales growth and strong customer relationships. This role will work closely with business partners to support the company's strategic initiatives.
SERVICE EXCELLENCE:
- Implement service at new client sites & maintain service at existing client sites.
- Ensure compliance to documented policies and processes in order to provide superior customer service with the on-site service and to exceed customer expectations
- Drive improvement in Customer Satisfaction and Customer Service Index.
- Understand local market conditions/customer requirements to properly drive service improvements.
- Apply Quality Principles (CFQS, AIP's, CCF's) to achieve continuous improvements in productivity, process improvement, and cycle time with all service processes.
- Work with client to update processes or workflow within the clients' site to improve operational efficiency.
SALES GROWTH:
- Drives sales growth activities.
- Establish and maintain customer relationships within the assigned market area, and partner with the sales team on identifying/exceeding customer needs.
- Identify new opportunities and filter leads to assigned Account Manager. Assist in the design, costing and implementation of such opportunities.
- Manage service pipeline reporting within On-Site Services.
- Identify clients.
- Educate Account Managers on customer opportunities & On-Site Services programs.
- Provide scope definition.
- Work through proposal development with Account Manager.
- Attend client meetings as a subject matter expert
- Work with Account Manager to secure sales.
- Use probing questions & in depth knowledge of MRO product line to assess customer's needs & requirements, and translate those into Grainger product & service line offerings.
- Execute the Grainger Value Advantage through focused customer service, customer consulting, and service implementation.
LOCAL MARKET MANAGEMENT:
- Collaborate with Sales and Area Manager to develop Marketing plans to optimize sales growth.
- Know/understand customers as well as local competitors.
- Able to identify new opportunities and assist in the design, costing and implementation of such opportunities.
- Train local personnel on service processes & procedures.
COST/PRODUCTIVITY MANAGEMENT:
- Control, expand, plan, budget, and report all issues pertaining to the profit and loss of a service. This will be accomplished through ongoing business analysis and the support of contract negotiations.
- Make sound business decisions using correct tracking tools and cost/benefit analysis.
- Manage price exception decisions at the time of the order, and compliance to price exception policies in order to grow/maintain gross margin levels.
- Manage the safety and inspection requirements of the facility where the service is being provided.
- Maintain, enhance, and trouble shoot the SAP system when appropriate.
- May be required to manage the lease & maintenance of a Grainger van.

- High school diploma or GED required.
- Undergraduate degree in Business Management or related field preferred or equivalent experience.
- 1-3 years of client management experience.
- Demonstrated experience in Purchasing, Manufacturing, Logistics, Retail and Inventory Management.
- Knowledge of materials planning techniques, management-labor contracts, procurement policies and procedures, legal responsibilities, company contracts and a high level of innovative and motivational skills.
- Ability to effectively negotiate with tact and diplomacy both internally and externally.
- Manage complex technical, operational and financial issues.
- Operate in a complex, rapidly changing environment with typically tight schedules and budgets.
- Effectively use quantitative skills to analyze and report accurate information on overall results of the service.
- Ability to identify opportunities, negotiate and manage sales; manage business needs and cost requirements.
- Excellent presentation skills required.
- Background checks, drug screening may be required (as warranted by Company, customer or DOT requirements in working on-site and/or operating equipment

Impact:
- Responsible for maintaining excellent service and efficient operations so as to grow sales and manage costs.
- Directly impacts the short and long-term financial results of On-Site Services through service and operational excellence, participation in the development and implementation of market strategies and continuous improvement in service processes and productivity.
- Responsible for the integrity of day-to-day business practices.
- Supports and communicates quality initiatives as well as the Company direction.


Grainger is a Fortune 500 company and the leading broad line supplier of facilities maintenance products serving businesses and institutions throughout North America with sales of over $5 billion. Through its network of nearly 600 branches, large distribution network and multiple Web sites, Grainger helps customers save time and money by providing them with the right products to keep their facilities running.