Onsite Services Manager

MSC Industrial Direct Co.,Inc.; Richmond, Northern (VA, KY); Hybrid; USD 84,000 - 112,000; Full time

Benefits offered by this job

Dynamic healthcare plans

Generous 401K and stock purchasing

Tuition reimbursement opportunities

Paid time away for holidays, vacations

Death? Not listed

Job summary

MSC Industrial Supply Co. is seeking an On-Site Service Manager in Richmond, VA to lead a team of Solution Service Representatives and On-Site Service Representatives across three service levels.

You will oversee performance, profitability, and operational excellence for customer locations, partnering with Field Sales, National Accounts, and Business Development on VMI, vending, and on-site solutions. Responsibilities include coaching and developing staff, driving customer satisfaction, managing

Qualifications

• Bachelor's degree or eight years of equivalent experience.
• At least two years of progressive growth in responsibilities.
• Minimum of three years of 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.

Responsibilities

• Lead, coach, and develop a team of service representatives, including recruiting 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.
• Oversee 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.

Skills

Leadership

Communication

Customer service orientation

Strategic thinking

Team leadership

Microsoft Office

Education

Bachelor's degree or equivalent experience

Tools

AS400 proficiency

Procurement software

Job description

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.

Requisition ID : 21678

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location : Richmond, VA

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 MSC's 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 $83,706 - $111,576 per year depending on candidate location and experience.

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 candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

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

• dynamic healthcare plans
• generous 401K and stock purchasing programs
• tuition reimbursement opportunities
• paid time away for holidays, vacations, and illness

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.

Please note that MSC uses electronic monitoring and system logs in its workplace, including monitoring of Company-provided systems and collaboration tools, as permitted by applicable law.