Operations Manager

Description

Company Overview 

Carlton Industrial Solutions (CIS) is comprised of (5) Operating Companies: Carlton Scale, Carlton Automation, Carlton Crane & Hoist, Carlton Precision, and Carlton Safety Solutions. With over 90 years of history, Carlton is trusted by customers every day to support their safety, compliance, and productivity goals. Our focus is around innovation, detail, and care for all things that are made. We set the gold standards in safety, service, precision, and productivity. 

All CIS team members are dedicated to the deliberate success of our industrial customers and the products they deliver today, tomorrow, and every day. We aspire to be the catalysts of industrial progress to grow brands, improve lives, and create a future filled with innovation that keeps industry advancing. Ultimately, we're here to help our customers bring their products to life. 

Purpose 

The Operations Manager (OM) will lead and develop a branch location, driving growth, operational efficiency, and customer satisfaction. This role is accountable for ensuring seamless service delivery, achieving financial targets, and managing the branch’s Operational Income Statement. Key responsibilities include: 

• Prioritize Safety: Foster a safety-first culture where every action, every day, ensures the well-being of all associates. 

• Deliver Exceptional Service: Uphold our “Weigh Better” brand promise by consistently exceeding customer expectations so customers trust that “Confidence Starts Here.” 

• Develop Talent: Empower and engage team members by fostering continuous personal and professional growth. Implement targeted training, mentorship, and retention strategies to enhance skills, boost career development, and cultivate long-term commitment to the company.  

• Drive Financial Performance: Achieve or surpass goals for Service Revenue, Net Income, and Service Agreements, while managing the branch’s financial health. 

• Optimize Resources: Ensure the right people and parts are available at the right time to deliver maximum value to our customers’ operations. 

CIS supports virtually all industrial businesses and operations. These include a wide range of customer types, sizes, and industries that span Fortune 100 companies to individual owner/operators in the following industries: Chemical formulation and processing, Food & Beverage, Discrete Manufacturing, OEM, Pharmaceutical, Pulp, Paper, Textiles, Raw & Precious Materials, Aggregate and Mining operations, Transportation & Logistics, and Utilities & Municipalities. The weighing equipment we sell and service ranges from Grams to Tons. It can be found in clean rooms, manufacturing facilities, foundry operations, all the way to heavy capacity vehicle and railroad weighing applications. 

Essential Job Functions: 

• Do what it takes:  Achieve daily success with all field operations that translate to business performance and growth as seen in branch level key performance indicators (KPIs) 

• Ensure safety is the first and most critical priority in all activities; this includes both Carlton Scale and customer specific requirements; no recordable safety events; demonstrated and ongoing leadership and active participation with all Safety initiatives. 

• Manage all Service & Administrative staff for assigned branch; ensure compliance with all required policies and procedures.  

• Understand all business requirements of a branch and ensure that you can fill in wherever needed to support emergencies for any role. 

• Drive incremental Service Agreement (SA) growth for the territory. 

• Demonstration of Income Statement knowledge and management to support standard work and action planning to increase branch profitability over time; branch-level analysis must lead to root cause analysis and action plan execution. 

• All scorecard metrics are better than plan (Rev, GP, OpEx, Income from Ops, Monthly Financials, etc.); KPIs will develop and be refined over time. 

• Achieve annual growth targets for each branch to support 2x7 plan (no less than 10% growth by branch, per year, for Service Revenue & Service Net Income). 

• Customers First:  Ensure control of core business performance  

• No missed PMs 

• No lost customers (where we can control and influence) 

• Strive to provide excellent customer service, no letters to corporate, fines, violations. 

• Ongoing risk management to ensure we can consistently deliver services sold. 

• Develop & Execute Territory Plans to demonstrate consistent, objective performance 

• Ensure monthly Service Account Management best practices are executed; strong collaboration with sales is required. 

• Demonstrate strong and consistent funnel management practices with standard work, in partnership with Sales; prioritize time to grow business.  

• Proactive installation planning to ensure seamless equipment installations. 

• Best Team Wins:  Ensure we have the right balance and mix of skilled, qualified Service Technicians and Administrative Professionals to ensure we meet business requirements today and to identify candidates for future growth and increased responsibility tomorrow. 

• Responsible for growth and development of technicians and branch associates; objectively show improved knowledge, skills, and abilities growth over year. 

• Actively engage and provide branch level leadership and collaboration to the ongoing training and development program; need openness and positive collaboration. 

• Leadership and facilitation of Performance for Growth (P4G) process with team 

• Ensure you lead by example with all interpersonal and communication skills. 

• Manage priorities and demonstrate use of effective delegation to support growth of technicians and to allow for greater time to be spent on strategic priorities and growth. 

• Build relationships to enable close partnerships with Sales; no more of us/them.  

• Take full ownership of all workflow processes that connect to your branch. 

• Lean Implementation:  provide leadership of continuous improvement efforts. 

• Responsible to lead and own the deployment and sustainment of all required Lean business practices. 

• Example of tools that will be used include, but are not limited to:  Standard Work development, Daily/Visual Management, Action Plans, Territory Management, Funnel Management, Account Plan Management, and others used to drive operational and commercial success (phased in over time) 

• Leverages lean process/tools and data management to gain faster insights on business health and takes actions to drive improvements to branch Operational Income Statement (on a weekly/monthly basis); is recognized for taking immediate actions to address gaps, maximize opportunities, and to understand overall business performance. 

• Workflow and business process execution:  ensure all business process requirements are executed to support Administrative Excellence reporting. 

• Ensure that all customer workflow and business process requirements are supported and meet company standards, from call to cash in the bank.  Lead the deployment of the Carlton Operating System (COS) at the branch/business level. 

• Actively manage on-site inventory and ensure properly balancing risk to supporting business and key customers, while managing cost; ensure semi-annual physical inventories are completed accurately and timely. 

• Billing exception reports: ensure that all exceptions are owned, and corrective actions are taken to ensure improvements in realized profitability (i.e. each exception moves close to target contract hourly rate) 

• Ensure all branch associates understand and are held accountable to support corporate policies involving workflow management. 

• Ensure all branch associates are given the opportunity and time for training as needed to support all IT systems (NetSuite, etc.) 

• Prepare reports as directed by Carlton Scale leadership. 

• Support individual project assignments as needed to support corporate initiatives. 

Core Competencies 

1. Industrial Service & Sales Experience: Strong business management and hands-on technical expertise in a regulated industrial environment. 

1. Leadership & People Development: Proven experience leading teams, effective communication, and a track record of fostering personal and professional growth in others. 

1. Emotional Intelligence: Demonstrates self-awareness, empathy, and the ability to adapt to different situations and individuals. 

1. Accountability: Committed to delivering results and recognized for consistently getting things done, no matter the challenges. 

1. Customer-Focused: Enjoys building relationships, sees each interaction as an opportunity to provide value, and thrives on customer engagement. 

1. Logical Thinking & Process Orientation: Adept at analyzing processes, identifying trends, and leading improvements to solve problems, close gaps, and drive future success through Lean methodologies. 

Accountability: 

• Actively supports and leads all CIS policies and procedures to support safety. 

• Follow CIS’s quality plan directives, and all other general rules and regulations that are listed in the Associate Handbook and Policy Notebook 

• Must manage branch operations to ensure all financial performance metrics are achieved and that all administrative process workflows are prioritized (order management, fulfillment, inventory, collections, etc.) 

• All associates must have annual performance and development goals established and quarterly reviews of their job performance. 

• Must foster a courteous, professional, and positive relationship with customers, co-workers, management, and outside vendors; must live by Carlton Core Values and C10 behaviors. 

• Ensure building, equipment, tools, supplies are safe and maintained appropriately. 

• Ensure all associates have the needed Personal Protective Equipment (PPE) and tools to complete the job; if specialized tools and equipment are needed to support unique working conditions, discuss with manager for approval. 

Other Job Duties 

• Based on design of this position, this candidate may need to support all job responsibilities of Technician, Operations Support Coordinator (OSC), Field Sales, and various support staff to “do what it takes to support the customer” 

• Refer to those job descriptions for greater detail. 

• Submit all time off utilizing electronic timesheet system as required. 

• Reconcile all Company Credit Card Charges within 30 days of the charge date. 

• Must be willing to travel overnight. 

• Ensure all branch equipment, tools, and assets are maintained, secure, and accounted for 

Qualifications

Education & Experience 

• BA/BS, technical, trade school, or associate’s degree in electronics, mechatronics, or related field is preferred; equivalent work experience in industrial technology, manufacturing, facilities maintenance, or related fields may be accepted. 

• 3-5 years of leadership experience and 5-7 years of hands-on technical experience in diagnosing, repairing, and servicing equipment (preferably industrial, involving electrical, mechanical, & SW). 

• Strong understanding of electrical theory, mechanical systems, weights/measures, and regulatory environments. 

• Proficient in financial report interpretation and office productivity tools (MS Office, Outlook). 

• Skilled in managing people, resolving challenges, and communicating with diverse stakeholders. 

Physical & Functional Requirements 

• Frequently lift and maneuver objects up to 100 lbs., including repetitive handling of 50 lb. test weights in various positions (floor to overhead) and while climbing, bending, or reaching. 

• Push/pull carts with up to 500 lbs. of equipment 

• Efficiently use hand/power tools and hydraulic devices 

• Work in diverse environments: confined spaces, extreme temperatures, wet, hot, or unsanitary conditions 

• Read and interpret digital/analog meters and related industrial test equipment 

• Operate or obtain certification for forklifts and CDL vehicles as needed 

• Maintain a valid driver’s license with the ability to drive long hours, travel overnight, and work overtime 

• Able to travel across the Mid-Atlantic and across Carlton’s growing footprint 30% of the time; travel may be lower or higher based on business requirements and needs. 

• Wear a respirator as required and proactively identify safety hazards. 

• Demonstrate mechanical aptitude, electrical theory knowledge, and basic math skills. 

• Communicate effectively with customers, colleagues, and vendors. 

Salary : $50,000 - $70,000