Manager, Service Centre in Québec

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.

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. Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills.

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):

• 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.
• Manage 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.
• Actively participate in the annual budgeting process by preparing and executing on the operational plan including sales, gross margin, expenses and earnings.
• Proactively drive 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 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).

Talent Management:

• Recruit, select, develop, coach, train, and retain a diverse team.
• Build a talent pipeline, internal and external, for key roles.
• Drive accountability of leaders to ensure team members and operations are functioning at the set standards.
• Identify and develop future leaders and strong contributors through the use of performance tools and succession planning processes.
• Create an environment where leaders are engaged, empowered, enthusiastic, and committed to the success of the company.
• Develop intentional action plans to drive ongoing engagement.

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.
• Ability to travel throughout assigned region(s) - approximately 50%.

Rewards and Benefits:

• 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.