Onsite Support Specialist

Title: Onsite Support Specialist – People Manager
Reports to: Service Center Manager or Regional Operations Manager
Direct Reports: Onsite Summit associates (warehouse, support, or operational staff assigned to the customer site)
Role Summary

The Onsite Support Specialist serves as Summit’s onsite people leader and operational manager at a customer location. This role is the primary authority for all Summit employees, operations, and service delivery at the site, with full responsibility for people management, daily operations, customer satisfaction, safety, and inventory accuracy.

This position functions similarly to a Warehouse Manager, with accountability for staffing, training, performance management, and operational execution—while also acting as the senior customer‑facing Summit representative. The role sets expectations, drives performance, and ensures adherence to Summit policies, processes, and service standards.

People Leadership & Management

• Provide direct leadership and supervision to all Summit employees assigned to the customer site.
• Responsible for training, onboarding, coaching, scheduling, work assignment, and daily direction of onsite staff.
• Conduct performance feedback, disciplinary action, and corrective coaching in partnership with HR and Operations leadership.
• Ensure compliance with Summit policies, safety requirements, attendance standards, and operating procedures.
• Foster a culture of accountability, professionalism, teamwork, and continuous improvement.
• Serve as the primary escalation point for employee issues, customer concerns, and operational challenges.

Operational Management

• Own the day‑to‑day execution of onsite operations, ensuring service levels, inventory accuracy, and workflow expectations are met.
• Plan, assign, and prioritize work to meet customer demand and Summit performance standards.
• Identify inefficiencies, risks, or gaps and implement corrective actions.
• Maintain the physical condition, organization, and safety of the onsite storeroom or warehouse area.
• Lead and sustain Lean / 5S practices and continuous improvement initiatives at the site.

Customer & Stakeholder Management

• Act as the primary Summit representative at the customer location.
• Build and maintain strong working relationships with customer leadership and frontline personnel.
• Proactively address service issues, inventory challenges, and process improvements.
• Communicate regularly with Summit sales, warehouse, supply chain, and operations leadership to ensure alignment.
• Represent Summit professionally and ensure the customer experience reflects Summit’s standards and brand.

Inventory, SAP & Compliance Responsibilities

• Maintain ownership of inventory accuracy, including cycle counts, reconciliations, adjustments, and reporting.
• Ensure proper use of SAP, including order entry, goods movements, returns, invoicing, and reporting.
• Train and hold team members accountable for correct SAP usage and documentation.
• Ensure all onsite activities meet audit, compliance, and internal control standards.

Warehouse & Material Handling Oversight

• Oversee receiving, stocking, picking, staging, and issuing of material.
• Ensure proper bin maintenance, labeling, and product storage.
• Step in as needed to support material handling activities while maintaining leadership oversight.
• Ensure safe operation of warehouse equipment and adherence to safety protocols.

Essential Qualifications & Experience

• 3–5+ years of leadership experience in warehouse, operations, onsite services, or distribution environments.
• Demonstrated experience leading people, including scheduling, performance management, coaching, and corrective action.
• Strong SAP proficiency required.
• Proven ability to manage operations independently with limited supervision.
• Strong customer service orientation with the ability to manage complex customer relationships.
• Ability to influence, lead, and hold others accountable without direct daily oversight from leadership.
• Strong organizational, communication, and time‑management skills.
• Valid driver’s license and ability to meet site requirements.

Preferred Experience

• Previous warehouse manager, operations supervisor, or onsite manager experience.
• Vendor‑Managed Inventory (VMI) or embedded customer site experience.
• Lean, 5S, or continuous improvement leadership exposure.
• Experience working with electrical products and distributors.
• Completion of EPEC Bronze, Silver, or Gold.

Physical Requirements

• Ability to lift 50+ pounds regularly.
• Ability to stand, walk, climb stairs, and perform warehouse activities as required.
• Ability to operate standard warehouse equipment.

FLSA Status: Exempt