Mgr Factory Service Branch

Job Description

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 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. The ideal candidate will possess strong leadership skills, operational expertise, and a customer-centric approach.

• 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…