Onsite Services Manager

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 : 19710

Employment Type: Full Time

Job Category: Sales

Job Grade: Sales 17

Work Location: Tulsa OK / Little Rock, AR

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.

• 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.

• 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 a combination 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.

• Industrial or manufacturing segment experience preferred.
• Experience with crib management and procurement software is a plus.

• 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…