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Job Title:  Associate District Service Manager

Req ID:  26031
Job Category:  Service/Technical Services

Bethlehem, PA, US, 18017

Description: 

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

Associate District Managers primary responsibility is to act as technical in-house resource for internal and external customers of the CECS Operations Team. This is a dynamic position requiring keen understanding of Controlled Environment Certification Services (CECS) service offerings and customer equipment.  This position is responsible for being an extension of the CECS Operations Team with a focus on Technical expertise supporting requests for Quoting, Template Requests, QA Report Issue resolution and Observation Report processing.  

Initiates technical, on-site, as well as over-the-telephone scope evaluation and troubleshooting with Customers, technicians, engineering vendors, in-house facilities maintenance and manufacturer representatives. Candidate will use this knowledge to quote established scope of work in a timely manner to ensure assigned customers are given the highest level of service while developing further opportunities at customer sites.

Uses technical experience to review Observations Reports and Customer Complaints, develops corrective actions to resolve customer issues and makes process improvement recommendations to DSM to eliminate recurrence.  

The Service Operations Manager would still be active in the field as needed based off current work load.
 

Duties

CUSTOMER FOCUS
1-Work to maintain and increase customer satisfaction and develop growth opportunities leveraging technical knowledge to quote requested work in a timely manner.  30%

2-Manage and improve profitability by assisting in the pricing and scope of work for targeted Customers, reviewing performance to plan for targeted accounts. 10%

OPERATIONAL DUTIES
3-Reviews/Investigates Observations Reports & Complaints and leverages technical experience to develop a corrective action for the customer as well as recommend process improvements to eliminate recurrence 30%

4-Provide Customer and Technician support by utilizing technical knowledge to determine and/or identify the necessary parts to resolve malfunctioning equipment.  Investigates customer complaints and non-conformances using 8 step methodology to identify the root cause and make accurate recommendations to eliminate recurrence. 20%

5-Uses technical knowledge and tools to scope requested work for scheduling. Performs scoping work as back up for Scheduling Dept. 5%

6-Assist in the development of strategic plans for operational and growth activities. 5%

7-Continue to be active in the field as need based off current work load and field supervisory requirements dictate.
 

#LI-KK1

Duties - cont'd

Education Degree

  • Vocational/Technical

Required Experience

1.    Minimum of 4 years field service  experience certification environment
2.    Must demonstrate technical ability to efficiently scope Projects 4 years
3.    Must demonstrate proven front line customer management 4 years
 

Preferred Experience

1.    Excellent interpersonal, written, verbal and analytical skills; with a demonstrated ability to work as part of a team and interact effectively across all levels of the organization as well as with Customers.

2.    Strong Safety and compliance background

3.    Required; Knowledge of controlled environment testing and famailar with industry standards such as USP 797, USP 800, NSF 49, CAG documents and ISO 14644. 

4.    Prefered but not required; Have held professional certifications for both NSF 49 and RCCP prefered

5.    Leadership Development Experience 

6.    Knowledge of Microsoft Office: Word, Excel & Access

7.    Knowledge of FDA or GMP/GLP regulations for medical or pharmaceutical equipment preferred.

Skills

 

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

Req ID:  26031
Job Category:  Service/Technical Services

Bethlehem, PA, US, 18017


Nearest Major Market: Allentown

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