Factory Service Branch Manager

We are seeking a highly motivated and experienced Factory Service Center Branch Manager to join our dynamic team! Under the direction of the Regional Service Operations Manager, the Factory Service Center Branch Manager creates the culture, organization, and processes to safely, efficiently, and consistently deliver an exceptional service experience. This individual will play a critical role in overseeing and managing the operational activities of our Factory Service Centers and develop our Service team to support individual growth and increase organizational capacity. The manager will lead a team of technicians and support staff that ensures the delivery of high-quality customer support and product service to distribution and end users, optimizes operational efficiency, and drives continuous improvement opportunities. This critical leadership role requires technical aptitude and cross-functional organizational abilities. The ideal candidate will possess strong skills in culture, leadership, team building, operational expertise, and a customer-centric approach.

Duties and Responsibilities

• People, Culture & Strategic Leadership:
  • Foster Milwaukee Culture expectations with team to create empowered leaders and a one team mentality, and drive innovation and an always improving mindset to maximize organizational capacity and create a collaborative and high-performance team.
  • Set performance goals and objectives, conduct regular evaluations, provide feedback and monitor training to help develop team.
  • Develop goals and self-evaluate performance toward achieving those goals.
  • Align with the Regional Service Operations Manager's efforts to train, coach & mentor for continuous improvement in his/her performance.
  • Recruit and hire high potential employees and execute onboarding and continuing education training to develop team, expand organizational capacity and foster employee growth.
  • Drive cross-functional engagement with key business partners to achieve strategic objectives, exceed metrics and deliver on critical improvement projects.
• Operational Oversight:
  • Supervise direct-report employees, including coordinating, prioritizing and overseeing all activities, while driving direction of branch operations and assigning responsibilities and duties. Recommend to leadership personnel changes in status and resource allocation and maintain conformance with Company policies and procedures. Coordinate with other departments to ensure seamless service operations.
  • Manage day to day branch operations, in an effort to support customers, grow market share, profitability and service levels. P&L responsibility with expectation to operate within trending, budget and KPI goals.
  • Perform administrative activities necessary for the effective management of direct reports, including pay administration, setting goals and objectives, and planning, organizing, integrating, and measuring the work performed.
  • Assist Regional Service Operations Manager with relocation and lease renewals, including market assessments, physical, system, operational, space planning and security improvements to optimize operations, customer experience and financial results.
  • Drive operational excellence through optimized inventory management and cycle counts, sales and service counter responsibilities, proper financial transactions and record maintenance as required.
  • Assist in answering alarm calls and take necessary action to secure company property and goods when needed.
  • Assist service leadership in various projects and branch operations as assigned.
• Customer Service Excellence:
  • Position self and team as experts, resources and leaders with the field sales, marketing and Service organizations for support and implementation of NPD processes, programs and operations, and proactively assist in solutioning proper service support for distribution and end users.
  • Strategically plan customer visits and partner with Sales / Jobsite Solutions (JSS) to cultivate relationships, deliver presentations, offer innovative after-sales programs and communicate plans. Create opportunities for the account/end user to grow their relationship and business with Milwaukee Tool, leveraging after-sales solutions vs. competitive programs. Present reports to the accounts which show after-sales KPI tracking and areas of concern and/or opportunity.
  • Drive resolution for customer and Milwaukee field team escalations for repairs, warranty guidelines and program support. Act as a liaison between the Service branches, our customers and field team.
  • Ensure customer satisfaction by maintaining high standards of service quality.
  • Develop strategies to enhance customer experience and loyalty.
• Quality & Continuous Improvement:
  • Stay current with industry trends and advancements to maintain a high level of technical expertise and use to assist in new product development support, execution and innovation.
  • Provide feedback from the field to corporate management regarding:
    • Product and application trends related to new After-Sales products and services.
    • Quality and performance of Milwaukee products with follow up with Q.E. as needed.
    • Trends in competition, end users and channels of distribution.
  • Identify areas for improvement and implement process enhancements.
  • Lead initiatives to improve operational efficiency and effectiveness.
  • Implement and train team to practice and execute 6S
  • Ensure that Repair Technicians team adheres to quality standards and best practices learned during training and executes to deliver to metrics.
  • Maintain and update required resources, fixtures and equipment within network to ensure locations follow Milwaukee Service quality and standards.
• Reporting and Analysis:
  • Prepare and present regular operational reports to leadership.
  • Analyze operational data to identify trends, issues, and opportunities.
  • Utilize data-driven insights to make informed decisions.

Education and Experience Requirements

• Bachelor's degree or equivalent experience preferred. Preferably business-related.
• Minimum of 3 years' experience in a Service/Operations related field.
• Prior management experience is required.
• Must be proficient in computer skills and Microsoft Office applications.
• Must possess effective business communication skills, broad business perspective, and market savvy.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in operational management software and tools.
• Bilingual (English/Spanish) a plus.
• Ability to work under pressure and manage multiple priorities.
• Must possess a valid driver's license.
• Ability to travel 10-15% of the time.