Regional Operations Manager

Let's unpack this - Who are we?

Marcone is the leading provider of premium solutions, parts and equipment for professionals serving customers on their appliance parts, HVAC, plumbing and commercial kitchen needs. Headquartered in St. Louis, Missouri, Marcone is a multi-billion-dollar enterprise operating out of more than 200 locations throughout North America. Offering unparalleled product breadth, know-how across our national footprint and ease of doing business via leading-edge technology, servicers prefer Marcone because we amplify what they do best: take great care of their clients with speed, reliability and accuracy. Learn more about Marcone at www.marcone.com.

Headquartered in Manchester, New Hampshire, API of NH and Delta T is a distributor of heating and cooling products. Since 1969, they have valued themselves on delivering quality services customers can depend on, offering the best value in heating and cooling products. The company distributes products that include heating, ventilation, air conditioners, generators, furnaces, coils and tools, as well as other heating and cooling machine accessories. API has two sheet metal manufacturing warehouses located in Maine and Manchester, where they produce ducts, spiral pipe, fittings and more. For more information, visit apiofnh.com.

Ever dream of doing work that makes a difference? Want to join a growing company? Here it is! We seek the talent of a dynamic Regional Operations Manager (ROM) who seeks to bring their A game to a collaborative team of talented professionals. You are not afraid to make impact where your opinion matters in a company that has a masterful, mature history that operates as best-in-class.

The Regional Operations Manager (ROM) is responsible for providing operational leadership to assigned company branch locations in achieving and sustaining excellent operational, safety, and customer satisfaction standards. This role directs and provides guidance to branch management through daily contact and regular interactions, such as branch visits, meetings, audits, and calls. This role identifies operational gaps, as well as process and operational improvements. Additionally, the ROM is responsible for the operational development of Branch Manager leaders. This role is responsible for controlling branch costs, branch sales and service, branch safety, training, and inventory control.

We are currently seeking a ROM to support 6 of our branch locations across our Southwestern MA territory. This is a hybrid role that will require travel between the assigned branch locations.

What will you be doing?

• Provide excellent customer service through timely customer interaction, problem resolution, or escalation with effective and efficient follow-up.
• Establish and maintain professional business dealings with customers and vendors at all times.
• Lead by example in all staff and customer dealings in-person, on the phone, and in written communication.
• Conduct regular staff touch-bases to provide individual feedback, assignment status, goal review, and coaching.
• Use company tools such as the GROW model or EPNs as needed to address sub-standard work performance.
• Recognize staff for superior customer service, goal accomplishment, or other satisfactory work performance.
• Support and adhere to company policies and procedures, most especially those commonly challenged in the workplace; such as dress code, attendance, professionalism, and productivity.
• Seek supervisor and HR partnerships in addressing issues as needed. Approach all employment matters with a solution oriented, professional, and legally compliant mindset.
• Oversee all branch layouts and logistics.
• Maintain and administer the fleet management program, ensuring the operational safety aspect of the trucks.
• Recommend moving and facility improvements.
• Facilitate and coordinate key personnel and technical/operational processes to ensure internal and external customer satisfaction.
• Demonstrate high energy, mobility, initiative, and drive to enhance operations and achieve financial success.
• Travel to branch locations as needed.
• Plan and develop staff placement based on the needs of the company and employee talent. Work to seek and develop staff to foresee impending turnover, growth, or other movement of key staff members.
• Maintain an open-door policy and productive approach to all employee communication.
• As needed, participate in unemployment claim hearings to present the facts of any employee matters.
• Coach, train, and develop branch management in matters related to employee communication, investigations, and team development.

About You:

• 5 or more years' experience with business, warehousing, supply chain, logistics and related functions. HVAC experience a plus.
• 3 or more years' experience in a multi-unit leadership role with demonstrated metric successes.
• Bachelor's degree in Business, Supply Chain, or related field or the equivalent in related work experience.
• Aptitude for mathematical operations and numerical analysis.
• Use computers, photocopiers, scanners, phone systems and meeting and virtual platform sharing relative to the needs of the job.

So, what do we offer you? A great life!

• Health care (medical, dental, vision, prescription) available the first day of hire!
• 401k with company contribution
• Life insurance plus short-term and long-term disability
• HSA/FSA options
• Paid vacations, holidays, and personal time
• Employee Assistance Program
• Employee discounts
• And much more!

All candidates who have received a written offer of employment will be required to undergo background screening and testing for commonly abused controlled substances in accordance with our company's background check and drug testing policy. Motor Vehicle Record checks are also completed for all candidates who have received a written offer of employment to determine insurability for driving a company vehicle as it relates to the position.

We provide equal opportunities for all employees and applicants for employment without regard to sex, age, race, religion, national origin, citizenship status, sexual orientation, gender identification, physical or mental disability, or any service, past, present, or future, in the uniformed services of the United States.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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