Manager, Onsite Services

Build A Better Career With Msc

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Brief Position Summary

The On-Site Service Manager is responsible for leading a team of Solution Service Representatives and On-Site Service Representatives across three service levels. This role ensures exceptional customer experience by overseeing the performance, profitability, and operational excellence of assigned customer locations. The manager collaborates closely with Field Sales, National Accounts, and Business Development to align strategy and execution, particularly for customers utilizing VMI, vending, and complex on-site solutions.

Duties And Responsibilities

Lead, coach, and develop a team of service representatives, including recruiting, mentoring, and performance management. Drive customer satisfaction and retention through strategic leadership and operational excellence. Manage the performance and profitability of assigned customer locations, ensuring revenue and margin goals are met. Support training in inventory management practices including break / fix, 6S, inventory optimization, and order management. Guide customer service and order management development, including AS400 proficiency, SPA maintenance, and cross / up-selling. Participate in Customer Improvement Reviews and strategic customer meetings. Create and audit Standard Operating Procedures (SOPs) and daily schedules for each on-site location. Evaluate and adjust service frequency and resource allocation to optimize capacity and customer experience. Collaborate with the Routing Administration Team to manage headcount and service schedules. Maintain monthly communication with client site champions and conduct monthly site visits. Coordinate with internal departments and MSC resources to support customer projects and initiatives. Partner with Account Sales Owners to identify and execute spend expansion opportunities. Lead special projects related to the On-Site strategy, including Integrated Partner programs. Ensure 100% compliance with MSC and customer safety protocols. Audit associate timekeeping and expense reporting for policy compliance. Hold team members accountable for performance, in consultation with Human Resources. Manage departmental expenses to meet budget targets. Conduct quarterly field evaluations of customer solutions and direct reports. Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSCs vision and unity of purpose. Participation in special projects and performs additional duties as required.

Qualifications

What You Need : Bachelor's degree or a minimum of eight years of equivalent experience required. At least two years of progressive growth in job responsibilities required. Minimum of three years of experience or combination of the following is required : supervisory / managerial, project management or experience in a professional sourcing role. Minimum four years of experience in customer service, sales, or inventory management solutions. Excellent written and verbal communication skills. Strong leadership, strategic thinking, and customer service orientation. Proficiency in Microsoft Office Suite. Ability to thrive in a fast-paced, team-oriented environment. General knowledge of MRO sourcing and market participants. Bonus Points If You Have : Industrial or manufacturing segment experience preferred Experience with crib management and procurement software is a plus. Other Requirements : A valid driver's license may be required. Position requires up to 50% of travel Ability to lift up to 50 lbs and perform physical tasks (walking, bending, standing for long periods). Willingness to comply with customer safety and PPE protocols. This position may require access to International Traffic in Arms Regulations Information (ITAR) and / or Controlled Unclassified Information (CUI) Compensation Starting at $96740 $138200 per year, dependent on experience. Compensation is based on relevant experience, education, and peer equity. The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidates relevant experience, education requirements and peer pay equity. The company reserves the right to modify the range as market conditions change.

Why Msc?

People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

Our Commitment To You

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits : Your Future Benefits. You will also have the opportunity to join our Associate Inclusion Circles : Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

Equal Employment Opportunity Statement

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs / requirements known.