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On-Site Service Manager Job
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| Employer Name: W.W. Grainger |
SpiderID: 2356726 |
| Location: Winona, Mississippi |
Date Posted: 7/9/2008 |
| Wage: |
Category: Management |
| Job Code: Req 13807 |
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| Number Of Openings: 1 |
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Job Description:
PRIMARY FUNCTION:
Provide Customer Service & leadership to the local market in support of the Customer Service Department. The On-Site 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 companys strategic initiatives.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
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.
Understand local market conditions/customer requirements to properly drive service improvements.
Identify continuous improvements opportunities 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.
Document standard operating procedures at client locations to provide direction to potential back-up resources to ensure continuing service
Manage customer product ordering needs, product selection and technical support.
SALES GROWTH:
Drives sales growth activities.
Establish and maintain customer relationships within the assigned market area, and partner with the sales & branch teams on identifying/exceeding customer needs.
Identify new opportunities and provide leads to assigned Account Manager. Assist in the design and implementation of such opportunities as the following:
Educate Account Managers on customer opportunities & On-Site Services programs.
Provide services scope definition.
Lend input during opportunity development with Account Manager.
May attend client meetings as a subject matter expert*
Use probing questions & in depth knowledge of MRO product line to assess customers needs & requirements, and translate those into Grainger product & service line offerings.
Seek and capture spot buy opportunities
Look for additional scan opportunities add items to program
Assist in customer training based on the implemented solution. Provide presentations and trainings to Grainger stakeholders and customers on the program/service offering and how to utilize that offering
LOCAL MARKET MANAGEMENT:
Collaborate with Sales, Branch, and Area Manager to develop Marketing plans to optimize sales growth.
Know/understand customers and local competitors.
Able to identify new service opportunities and assist in the design and implementation of such opportunities.
Train local personnel on service processes & procedures.
Assist in the onboarding of In Market Resources (IMRs)
Provide training and support to IMRs
COST/PRODUCTIVITY MANAGEMENT:
Assist ASMs in the controlling, expansion, planning, budgeting, and reporting of 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.*
Manage Travel & Entertainment and controllable expenses within budget
Comply with the safety and inspection requirements of the facility where the service is being provided.
May be required to manage the lease & maintenance of a Grainger van.
Job Requirements:
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.
3 5 years of customer service experience preferred
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.
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).
Job Criteria:
Start Date: ASAP
Position Type: Full-Time Permanent
Years of Experience Required: 1
Education Required: High School
Overnight Travel: None
Vacation Time: 2 weeks / year
Job Benefits:
Health/Dental Benefits, Retirement Benefits, Stock or Stock Options, Paid Holidays, Vacations, and Sick Leave, Life and/or Disability Insurance, Tuition Reimbursement
Company Profile:
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.
Contact Information:
| Contact Name: Paula Riley |
Company Type: Other |
| Company: W.W. Grainger |
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| City: Alpharetta |
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| State: Georgia |
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| Zip: 30005 |
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Web Site: http://www.grainger.com
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