Manager, Service Centre

Grainger; Edmonton; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading industrial distributor based in Edmonton is seeking a Service Operations Manager to oversee day-to-day operations and spearhead continuous improvement initiatives. This position involves managing revenue growth, developing strategic sales plans, and leading a team while ensuring customer satisfaction. The ideal candidate will have extensive service management experience, proven leadership skills, and a focus on optimizing service profitability. Join a company committed to fostering a collaborative workplace culture and driving significant impact in the industry.

Benefits

Medical, dental, vision, and prescription coverage

Paid time off and company holidays

Life insurance and retirement plan

Employee discounts and perks

Qualifications

• Minimum 5 years experience in technical/industrial service management.
• Demonstrated leadership skills with previous management experience.
• Hands-on management style with a proven coaching record.

Responsibilities

• Grow revenue and market share with strategic sales plans.
• Manage operating expenses while improving processes.
• Lead implementation of core processes for service operations.
• Build relationships with customers to address concerns.
• Participate in annual budgeting and operational plans.

Skills

Leadership skills

Team building

Strategic planning

Revenue growth

Education

Diploma or equivalent technical certificate

Job description

Work Location Type: Onsite

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Position Summary

Reporting to the Senior Manager, Services & Field Safety Professionals, this role has dual responsibility including leading the day-to-day operation while driving continuous improvement initiatives in partnership with the shop supervisor, and working with Sales and Field Operations partners to educate, drive demand and deliver financial goals of services.

Job Responsibilities (You Will)

• Grow revenue and market share by developing a strategic plan with the sales team and market manager to meet or exceed incremental sales growth expectations. That includes owning the service center pipeline, assisting in the closing of targeted service opportunities, understanding local market conditions with a focus on gathering market intelligence, monitoring close rate and ensuring demand generation is being driven at every level and through contact with current and prospective customers.
• Manage operating expenses to balance service and cost to serve while looking for ways to improve processes and remove non-value-added activities; full PnL ownership.
• Lead assigned leaders in the implementation, monitoring, and measurement of core processes, safety, inventory accuracy, standard work, risk management and customer satisfaction.
• Build relationships with key customers to ensure expectations of the business are being met and work proactively to address concerns leaving no room for the competition to gain a foothold.
• Actively participate in the annual budgeting process by preparing and executing on the operational plan including sales, gross margin, expenses and earnings.
• Proactively drive partnership opportunities with local sales and service leadership to support customer growth.
• Accountable to growing revenue in new and existing accounts year over year.

Operational Excellence

• Establish an environment of continuous improvement in order to optimize services branch profitability and deliver against key performance indicators.
• Teach, coach and oversee execution of:
  • All day-to-day aspects of repair and service of customer owned equipment including service call schedules.
  • Supervise a team of service technicians through the following responsibilities: recruitment, training/development, coaching/counselling and delivery of the Performance Excellence program.
  • Control inventory and manage annual counts.
  • Ensure compliance with SOPs and regulatory requirements pertinent to servicing and certifying equipment.
  • Maintain safety awareness for technicians, maintenance, security and cleanliness of work areas.
  • Hold the team accountable and balance the requirements for customer service and profitability.
  • Ensure quality and turnaround commitments are met as per customer expectations.
  • Perform Service Work as required including Service Work administration (receiving, shipping, quotations parts ordering / expediting and invoicing).

Talent Management

• Recruit, select, develop, coach, train, and retain a diverse team.
• Build a talent pipeline, internal and external, for key roles.
• Drive accountability of leaders to ensure team members and operations are functioning at the set standards.
• Identify and develop future leaders and strong contributors through the use of performance tools and succession planning processes.
• Create an environment where Leaders are engaged, empowered, enthusiastic, and committed to the success of the company.
• Develop intentional action plans to drive ongoing engagement.
• Maintain an open mind to benefit from diverse thoughts and ideas.
• Embrace and encourage open-door feedback sharing culture.

Education/Experience (You Have)

• Diploma or equivalent technical certificate, minimum 5 years with technical / industrial service management, preferably Safety/Fire/MRO.
• Must have demonstrated leadership skills developed through previous people management experience.
• Proven track record of positive coaching, team building, training and development of direct reports, coupled with a ‘hands‑on’ management style.

• Experience creating compelling presentations with clear storytelling.
• Demonstrated ability to take ownership of their team and drive increased revenue and profitability.
• Ability to travel throughout assigned region(s) – approximately 50%.

The position may require you to attend our customers’ sites. Some customers may have alcohol and drug screening policies for on-site contractors and vendors. You may be required to submit to such customer screening procedures as and when requested as a condition of being permitted on such sites.

This role may require you to attend our customers’ sites and to adhere to safety requirements in accordance with applicable health and safety legislation, as it relates to wearing personal protective equipment (PPE) on certain customer sites. This may include: a hard hat; steel‑toed safety boots, clean shaven or trimmed moustache/beard in order to wear a close‑fitted N95 mask or other required PPE. Details of these requirements will be provided during the recruitment process.

Rewards and Benefits

• Medical, dental, vision and prescription drug coverage.
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province).
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns.
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future.
• Educational & Professional Membership Fee Assistance program.
• Employee discounts, team member perks and more!

DEI Statement

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre‑employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non‑driving role to a driving role.