Field Solutions Manager

MSC Industrial Direct • Berlin, CT

279d • $79,310 - $124,670

About The Position

The Field Solution Manager (FSM) is responsible for leading a team of remote inventory management professionals within a designated geography while providing a customer experience aligned with MSC's Built To Make You Better brand promise. This includes but is not limited to supporting and finalizing all Solution installations, ensuring complete customer satisfaction, developing and executing plans for associate professional development, achieving operational excellence of departmental key performance indicators and team metrics, and territory maintenance. The FSM is responsible for partnering with sales leadership and external customers to ensure our inventory solution and our service associates are meeting expectations while also providing an environment for sales growth opportunities and speed to extraction. This position is responsible for an annual Solutions revenue of approximately $35-45 million.

Requirements

• A Bachelor's Degree or equivalent experience required.
• A minimum of two years of leadership experience required OR four or more years of experience with implementation or logistics planning and execution required.
• Two years demonstrated progressive growth in job competencies and responsibilities required.
• Minimum four years of customer service, selling and/or managing inventory management solutions is required.
• Driver of execution, ability to work through complex situations required.
• Experience troubleshooting and resolving vending hardware and software preferred.
• Experience managing large geographic areas with remote direct reports is strongly preferred.

Nice To Haves

• CRM software experience and logistics routing proficiency preferred.

Responsibilities

• Evaluates operational performance metrics and coaches teams to higher performance in order to deliver or surpass expected results.
• Develops team's proficiency in complete service of the customer's inventory management program including replenishment cycle counting, 6S continuous improvement, customer relationship, and overall inventory maintenance to eliminate stock outs and downtime.
• Break Fix (on-site service)
• Post-Install Support
• Inventory Management Optimization
• Cancellation support
• Service route cadence and adjustments
• Constant associate recruitment to serve customers effectively with heavy emphasis on associate development to prepare them for career advancement.
• Executes on MSC Solutions strategy and go-to-market plan with Field Solutions team.
• Supports MSC's Lean initiatives through evaluation, documentation, and recommendation changes in methods and procedures to maximize efficiency while promoting overall team success.
• Represents MSC at customer meetings by communicating MSC's Value Proposition, direction, and strategy for alignment to customer goals and expectations.
• Responsible for evaluating and adjusting service frequency and time to impact overall capacity within their geography to align with business needs and provide a best-in-class customer experience.
• Works closely with the Routing Administration Team to plan and coordinate the appropriate optimum customer service schedule and support both additions and reductions to headcount.
• Drives 100% compliance of MSC and our customers' safety protocols and expectations.
• Drives MSC Culture throughout the company to ensure unity of purpose and fulfillment of MSC's mission and improved associate engagement.
• Ensures proper records are documented and maintained by auditing associate reported payroll time and business expenses adhere to company policies.
• Holds associates accountable to meet or surpass performance expectations in consultation with Human Resources to ensure consistency across the country.
• Provides coaching and training reinforcement to position associates for success.
• Consistently documents performance below job expectations on a regular basis and changes in behavior needed to drive associate success.
• Writes and executes corrective action up to and including termination for associates consistently performing below expectations.
• Maintains a thorough knowledge of all MSC inventory management solutions which include but are not limited to vending, VMI, CMI, MSCdirect.com, and tool crib offerings.
• Performs all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.
• Responsible for managing expenses to ensure adherence to monthly budget parameters and takes corrective action to ensure budget targets are achieved or not exceeded.
• Conducts quarterly field-based evaluations of all customer solutions and associates in direct reporting line.
• Responsible to ensure all customer solutions are well-maintained, operational, and reflect MSC's Built To Make You Better brand promise.
• Monitors workflow across all associates in their purview and trains them cross-functionally to ensure the needs of the internal and external customer are met in a timely manner.
• Drives 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.

Benefits

• Rewards and recognition for contributions.
• Training and professional development opportunities.
• Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd.
• A variety of benefits to support health, well-being, and financial future.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree