Services Manager

Grainger is hiring for Services Manager

The Services Manager is responsible for overseeing and managing Grainger's service operations, including technical services, customer support, and service delivery. This role involves leadership, process improvement, and customer satisfaction to ensure high service standards are met.

Key Responsibilities:

Team Leadership & Management:

• Lead and manage a team of service professionals, ensuring high performance, training, and development.
• Set goals and objectives for team members to achieve service excellence.
• Conduct regular performance evaluations and provide coaching and feedback.

Service Operations Oversight:

• Oversee day-to-day service operations to ensure efficient and effective delivery of services to customers.
• Monitor service metrics and implement strategies to improve service performance.
• Ensure compliance with all regulatory and safety standards within service operations.

Customer Relationship Management:

• Develop and maintain strong customer relationships to understand their needs and improve service delivery.
• Resolve complex service-related issues and provide solutions to customer problems.
• Collaborate with sales and other departments to ensure customers' service requirements are met.

Process Improvement:

• Identify opportunities for process improvements to enhance service delivery and customer satisfaction.
• Implement best practices to streamline operations and optimize service quality.

Budget and Resource Management:

• Develop and manage service budgets, ensuring effective allocation of resources.
• Monitor and control service-related costs to meet financial goals.

Reporting & Analysis:

• Prepare regular reports on service performance, customer satisfaction, and operational issues.
• Analyze service trends and make recommendations for improvement based on data insights.

Cross-functional Collaboration:

• Work closely with other departments, such as sales, supply chain, and operations, to ensure seamless service delivery.
• Provide feedback on customer needs and market trends to help shape service offerings.

Qualifications:

• Education: Bachelor’s degree in Business, Operations, or a related field; an MBA is a plus.
• Experience: 5+ years of experience in service management or a related field, with at least 2 years in a leadership role.
• Skills: Strong leadership, problem-solving, and customer relationship management skills. Excellent communication and interpersonal abilities.
• Certifications: Relevant certifications in service management or operations may be required or preferred.

Work Environment:

• The role may require occasional travel to customer sites or other Grainger facilities.
• Office-based with some fieldwork depending on the nature of the services offered.