W.W. Grainger

Industrial MRO supplier offering inventory management

Manager Service Centre

Business OperationsConfirmed live in the last 24 hours

Full-timeAnjou, Montreal, QC, Canada

About the Job

Requirements

A diploma or equivalent technical certificate is required, along with a minimum of 5 years of technical or industrial service management experience; Safety, Fire, or MRO experience is preferred.
Demonstrated leadership skills developed through previous people-management experience are required.
A proven track record of positive coaching, team building, training and development of direct reports, coupled with a hands-on management style, is required.
Experience creating compelling presentations with clear storytelling is required.
The candidate must be able to take ownership of their team and drive increased revenue and profitability.
The candidate must be able to travel throughout assigned regions, approximately 50% of the time.
Bilingualism in English and French is required for regular interaction with customers, stakeholders and company team members in both official languages.
The role may require attending customer sites and complying with customer alcohol and drug screening procedures when requested.
The role may require attending customer sites and complying with applicable health and safety requirements, including wearing required personal protective equipment; this may include a hard hat, steel-toed safety boots, or facial-hair requirements for fitted respirators.
External candidates must undergo pre-employment background checks; internal candidates undergo a background check when moving from a non-driving role to a driving role.

Responsibilities

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; own the service center pipeline, assist in closing targeted service opportunities, understand local market conditions, gather market intelligence, monitor close rates, and ensure demand generation through contact with current and prospective customers.
Manage operating expenses to balance service and cost to serve, improve processes and remove non-value-added activities, and own the profit and loss for the service center.
Lead assigned leaders, including the supervisor, in implementing, monitoring and measuring core processes, safety, inventory accuracy, standard work, risk management and customer satisfaction.
Build relationships with key customers, ensure their business expectations are met, and proactively address concerns.
Participate in annual budgeting by preparing and executing the operational plan for sales, gross margin, expenses and earnings.
Drive partnership opportunities with local sales and service leadership to support customer growth.
Grow revenue year over year in new and existing accounts.
Establish a continuous-improvement environment to optimize service branch profitability and deliver key performance indicators.
Teach, coach and oversee day-to-day repair and service of customer-owned equipment, including service-call schedules.
Supervise service technicians, including recruitment, training and development, coaching and counseling, and delivery of the Performance Excellence program.
Control inventory and manage annual inventory counts.
Ensure compliance with standard operating procedures and regulatory requirements for servicing and certifying equipment.
Maintain safety awareness and the maintenance, security and cleanliness of work areas.
Hold the team accountable while balancing customer service and profitability requirements.
Ensure quality and turnaround commitments meet customer expectations.
Perform service work as required, including receiving, shipping, quotations, parts ordering and expediting, and invoicing.
Recruit, select, develop, coach, train and retain a diverse team.
Build internal and external talent pipelines for key roles.
Drive accountability of leaders to ensure team members and operations function to established standards.
Identify and develop future leaders and strong contributors through performance tools and succession-planning processes.
Create an environment where leaders are engaged, empowered and committed to company success.
Develop intentional action plans to drive ongoing engagement.
Maintain an open mind to diverse thoughts and ideas, and encourage an open-door feedback-sharing culture.

Desired Qualifications

Safety, Fire, or MRO experience is preferred.

Work Location Type: Onsite

About Grainger

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 than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 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) 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 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.
Driveaccountabilityofleaderstoensureteammembersandoperationsarefunctioningatthesetstandards
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%
Bilingualism (English and French) is required for this role, as the successful candidate will regularly interact with customers, stakeholders, and Grainger team members in both official languages.

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.

#LI-AC3

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.

About the Company

W.W. Grainger

Industrial MRO supplier offering inventory management

Grainger provides maintenance, repair, and operating (MRO) products to businesses and institutions worldwide. Its two-pronged approach combines High-Touch Solutions with inventory management and technical support, and Endless Assortment through online marketplaces like Zoro and MonotaRO for a broad digital catalog. The company leverages a strong supply chain and e-commerce to stock and deliver safety, power tools, lighting, and other facility maintenance items to more than 4 million customers. Its aim is to help customers efficiently source and manage MRO needs at scale across industries including manufacturing, healthcare, and government.

Company size: 10,001+
Company stage: IPO
Headquarters: Douglasville, GA
Founded: 1927

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