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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 :18044

Employment Type :Full Time

Job Category :Customer Solutions

Work Location :Berlin, CT

BRIEF POSITION SUMMARY:

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.

DUTIES and RESPONSIBILITIES:

Evaluates operational performance metrics and coaches teams to higher performance in order to deliver or surpass expected results.

Develops team’s proficiency in:

a. 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

b. Break Fix (on-site service)

c. Post-Install Support

d. Inventory Management Optimization

e. Cancellation support

f. Service route cadence and adjustments

g. Constant associate recruitment to serve customers effectively with heavy emphasis on associate development to prepare them for career advancement

h. Executes on MSC Solutions strategy and go-to-market plan with Field Solutions team.

i. Supports MSC’s Lean initiatives through evaluation, documentation, and recommendation changes in methods and procedures to maximize efficiency while promoting overall team success.

j. Represents MSC at customer meetings by communicating MSC's Value Proposition, direction, and strategy for alignment to customer goals and expectations.

k. 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.

l. 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.

m. Drives 100% compliance of MSC and our customers’ safety protocols and expectations.

n. Drives MSC Culture throughout the company to ensure unity of purpose and fulfillment of MSC’s mission and improved associate engagement.

o. Ensures proper records are documented and maintained by auditing associate reported payroll time and business expenses adhere to company policies.

JOB DESCRIPTION JOB TITLE: Mgr, Field Solutions

a. Holds associates accountable to meet or surpass performance expectations in consultation with Human Resources to ensure consistency across the country.

b. Provides coaching and training reinforcement to position associates for success.

c. Consistently documents performance below job expectations on a regular basis and changes in behavior needed to drive associate success.

d. Writes and executes corrective action up to and including termination for associates consistently performing below expectations.

e. 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.

f. 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.

g. Responsible for managing expenses to ensure adherence to monthly budget parameters and takes corrective action to ensure budget targets are achieved or not exceeded.

h. Conducts quarterly field-based evaluations of all customer solutions and associates in direct reporting line.

i. Responsible to ensure all customer solutions are well-maintained, operational, and reflect MSC’s Built To Make You Better brand promise.

j. 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.

k. Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.

l. Participation in special projects and performs additional duties as required

*INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and EXPERIENCE: 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

SKILLS:

Proven track record of meeting or exceeding goals and metrics required

The ability to interact with customers to develop and strengthen business relationships

The ability to plan, schedule, organize, and prioritize service

Driver of execution, ability to work through complex situations.

Knowledge of inventory management solutions and customer segments.

Excellent presentation and strong verbal and written communication skills are required.

General computer and database literacy and proficiency with Microsoft 365 applications required.

CRM software experience and logistics routing proficiency preferred.

JOB DESCRIPTION

Analytical mindset, finance basics, strong business acumen, time management and organizational ability, and highly developed critical thinking skills required.

OTHER REQUIREMENTS:

A valid driver’s license isrequired.

Up to 80% travel within the assigned region is required.

Ability to lift minimum of 50lbs

Must be able to pass customer-specific background demands which may include but are not limited to drug testing, criminal background checks, etc.

This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).

Compensation starting at $79,310 - 124,670 depending on 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.

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

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits. (https://jobs.mscdirect.com/content/Benefits/?locale=en\_US)

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, gender identity/expression 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.