Manager, Service Centre

W. W. Grainger; Quebec; Hybrid; CAD 124,000 - 171,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off (PTO) & holidays

RRSP & pension plan

Employee discounts

Job summary

W. W. Grainger, Inc. is seeking an operations leader to drive day-to-day service delivery and continuous improvement. You will partner with shop supervision, Sales, and Field Operations to educate, drive demand, and meet financial goals.

The role emphasizes strategic planning, PnL ownership, and cross-functional leadership with a focus on safety, inventory accuracy, and customer satisfaction. Travel across the region is required.

Qualifications

• Leadership skills developed through people management experience.
• Proven track record of coaching, team building and training direct reports.
• Experience creating compelling presentations with clear storytelling.
• Ability to take ownership of the team and drive revenue and profitability.
• Ability to travel throughout assigned region (~50%).

Responsibilities

• Grow revenue and market share with sales and market manager to meet growth expectations.
• Balance service and cost to serve while improving processes and removing non-value-added activities.
• Lead leaders in implementing core processes, safety, inventory accuracy and standard work.
• Build relationships with key customers and address concerns to protect market share.
• Participate in annual budgeting and drive operational plans.
• Identify and develop future leaders through performance tools and succession planning.

Skills

Leadership

Coaching

Team building

Presentation skills

Storytelling

Travel availability

Education

Diploma or technical certificate

Job description

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W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working by serving more than4.6 million customersworldwide with maintenance, repair andoperating(MRO) products and value-added solutions delivered through innovative technology and deep customerexpertise. Known for its commitment to service and purpose-driven culture, the Company reported2025 revenue of$17.9 billion. For more information, visit www.grainger.com.

Compensation:

The base salary for this role ranges between $87,280- $120,010, with eligibility for an incentive target of 15% which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade. Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills. The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided. Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This job posting is for an existing vacancy.

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):

Business Leadership

• 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.
• Manages 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 (Supervisor) i n 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 drives 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 SOP’s 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).
• Ensure compliance with SOP’s and regulatory requirements pertinent to servicing and certifying equipment.

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.
• Creates an environment where Leaders are engaged, empowered, enthusiastic, and committed to the success of the company.
• Develop intentional action plans to drive ongoing engagement.
• Maintains an open mind to benefit from diverse thoughts and ideas.
• Embracing and encouraging 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.

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Rewards and Benefits:

Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• 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.