Sioux City, IA 51105

About Grainger
At Grainger, the leading North American industrial distributor of products used by businesses to maintain, repair, and operate their facilities, you too can make an impact upon the future of our organization.

Grainger employees experience a unique working environment and the stability of an established industry leader combined with interesting opportunities to learn, grow, and make a difference for our customers.

At Grainger, we take pride in offering a benefits package that is among the best around. Just as our business strives to meet the changing needs of our customers, our benefits are designed to meet the diverse needs of our employees.

Job ID: 16831

Position Description:
Come join our growing team!

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 company’s 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 customer’s 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.

Position 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).

Position Attributes:
WORKING RELATIONSHIPS:
• Reports to the Area Service Manager
• Solely responsible for the day-to-day service support of customers for assigned service.
• Act as subject matter expert for local In-Market Resources.

WORK ENVIRONMENT:
• Will work at customers’ facilities. This is typically a plant type of facility. Conditions can be noisy and space can be limited.
• Will use computers, scanners, and be in contact with Grainger parts & supplies on a daily basis.
• May be required to lift parts, supplies and packages with weights ranging from light to heavy.
• May be required to drive a Grainger vehicle for customer deliveries.
Grainger is an equal opportunity employer.

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 $6 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.



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