Area Service Manager

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

Drives a Customer First culture within a full-service district with ability to grow and retain business, talent and financial outcomes. Responsible for the growth and profitability of the district by driving service revenue and sale partnerships for local and national accounts within their region. Average annual revenue of 5.5 million with an expected margin target of 45%.

Models STERIS values and demonstrates ability to drive innovative thinking and continuous improvement. Acts as a talent champion in attracting, developing and engaging teams to build customer trust, achieve financial and operational targets while effectively navigating change. Works cross- functionally with IPT, Surgical, Life Sciences, Mobile SPD, IMS and Consumable business to help drive cohesive customer solutions and support company growth. Ensures compliance with safety protocols and anticipates & manages risk. Effectively deploys STERIS resources in the best interests of our Customers, employees and shareholders.

What You'll Do as an Area Service Manager

Customer Focus

• Assumes primary ownership for Customer Satisfaction, retention and revenue attainment for their district
• Builds strong Customer relationships and represents Service in critical Customer meetings, sales opportunities, and escalated issue resolution that requires leadership intervention. Acts as a model for these skill for their team.
• Develops high performing partnership with STERIS sales/service teams to provide cohesive service solutions and maximize the STERIS “Share of Wallet for local and national accounts within area of responsibility
• Models and owns development of  “Customer First” program outcomes and designs district-specific Customer engagement initiatives locally as needed.
• Implements protocols and procedures as required ensuring cost effective delivery of service quality.
• Implements coordinated strategies with internal partners to align customer needs and business strategy with the right resources and the right time, and prepare for future work (skills, experience). 
• Owns talent/resource forecasting and management to ensure Customer business expectations and financial objectives are met. 

Growth & Continuous Improvement

• Deliver targeted financial performance for the district including full profit & loss responsibility, risk management for all district related activity including:
• Partners with business unit controller and AVP to develop associated costs, forecasted revenue and projected top/bottom line for district, including inventory, employee and other operational expenses, and 
• costs/impacts of new programs and Customer/corporate/compliance requirements (safety, training, Monitors and manages employee performance to develop a high-performance team.  Ensures training and coaching is provided to meet Customer needs; provides regular feedback, coaching and timely performance discussions. 
• Acts as a liaison between company and the field to be a conduit for positive and constructive feedback and enhance employee engagement & retention.
• Consistently sets expectations of performance for District and Region which includes frequent communication of milestones regulatory) 
• Analyzes and forecasts labor and skill requirements in alignment with customer and budget objectives and assess ROI of alternative resources/methods to meet Customer, operational and talent needs.
• Assumes responsibility for understanding risk, compliance, safety and audit requirements within STERIS and where required by Customer agreements. Enforces standards, codes and procedures (FLEET, Maintenance, Workplace safety) and ensures STERIS is represented in safe professional manner at Customer sites.
   

The Experience, Skills, and Abilities Needed

• Bachelor’s degree, and 6 years of experience including 2 years leading teams; In lieu of degree, 14 years relevant work experience including relevant leadership experience, including military experience and leadership.
• Experience in resource planning, managing employee performance and basic P&L/budget reporting.
• Strong Written and Verbal Communication Skills.
• Valid driver’s license.
• Basic- intermediate skills (Word, Excel, Outlook, intranet) and ability to navigate multiple systems and create/distribute reports.
• Travel to customer sites within District that include but not limited to hospitals, operating rooms