Job Title:  Region Manager, Specialty Services

Position Summary

Manages the overall chamber cleaning operations in their assigned Region. Ensures Customer satisfaction through quality field service processes that maximize technician productivity and efficiency. This includes proactively identifying Customer needs and timely escalation of issues. Fosters a spirit of empowered work teams and unity among department/region members. Partners with all internal departments to effectively respond to Customer’s questions or technical concerns. Works collaboratively with Director, Service Marketing and Service Engineering on enhancements to existing products, new product development, and new Customer requirements. Drives and implements Lean efforts for continuous improves to current processes.

Duties

Customer Focus (35%)

• Build Customer relationships and represent service in critical Customer meetings, sales opportunities, and in the resolution of escalations that require the presence of a leader.
• Assure quality of the Customer experience through efficient deployment of resources, frequent Customer contact, and adherence to Corporate and Service quality initiatives.
• Ensure Customer satisfaction through quality field service processes that maximize technician productivity and efficiency. This includes proactively identifying customer needs and timely escalation of issues.
• Ensure STERIS is represented in a professional manner while at Customer sites.

Duties (Continued)

Talent Management & Development (35%)

• Enforce current standards, codes, and procedures regarding safe and effective use of equipment, auto maintenance programs, and other polices as required.
• Assesses team’s skills and ensures appropriate development plans.  Makes sure individual team members understand career path. 
• Directs team training efforts to ensure team members are appropriately trained. 
• Provide feedback, coaching and timely performance discussions and appraisals.
• Monitor and manage employee performance during field visits.
• Own talent management and talent acquisition to ensure Customer business expectations are met.
• Interviews potential new hires, and successfully on-boards to the company.   
• Responsible for the prompt and accurate submission of expense reports, timecards, service tickets, and other administrative requirements as assigned by supervisor.
• Act as a liaison between the company and the field to be a conduit for positive and constructive feedback.

Duties - cont'd

Growth & Continuous Improvement (30%)

• Responsible for leading a geographically dispersed service team.
• Plans and executes cleaning operations, people, systems, and processes to meet Operations goals and objectives. 
• Work with Chamber Cleaning Technicians, responsible for maximizing service contracts within assigned area to drive success.
• Consistently set expectations of performance for the region which includes frequent communication of milestones.
• Works closely with other internal areas to drive product capability development and operational process standards.
• Works on issues where analysis of situation or data requires review of relevant factors.
• Attain or exceed established operational objectives through the combined efforts of the STERIS team.
• Ensure proper maintenance and calibration of tools, test equipment, and other related assigned equipment.
• Exercises judgment within defined procedures and policies to determine appropriate action.

Required Experience

1. Associate’s degree preferred plus 10+ years relevant experience with 2 years of leadership experience.  
2. In lieu of degree, 14 years relevant experience including leadership.
3. Demonstrated knowledge in resource planning, managing employee performance, and basic P&L budget reporting.
4. Demonstrated experience leading a region, district, or territory with multiple direct reports.
5. Exceptional written and verbal communication skills.
6. Ability to travel around 50% of the time, including overnight stays to attend Customer meetings and support team development.
7. Proficient in Word, Excel, and Outlook, and strong competency in learning & supporting teams with newtechnology tools (Apps, SharePoint).
8. Valid driver’s license required.
9. Experience leading field teams (managing virtually) preferred.
10. Continuous Improvement training or proven results a plus.
11. Strong business acumen, and related experience in data analysis, budget management and change management preferred.