Area Service Manager

Summary

At STERIS, our Area Service Managers (ASM) drive a Customer First culture within a full-service region 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 the region. Average annual revenue of 5.5 million with an expected margin target of 45%. This region has 14 Equipment Service Technicians that will be managed by the Area Service Manager. 

Area Service Managers model STERIS values and demonstrates ability to drive innovative thinking and continuous improvement. They act as a talent champion in attracting, developing and engaging teams to build Customer trust, achieve financial and operational targets, while effectively navigating change. Area Service Managers work cross- functionally with Infectious Prevention Technology (IPT), Surgical, Life Sciences, Mobile Sterile Processing Department, Instrument Management Services (IMS), and Consumable business to help drive cohesive Customer solutions and support company growth. Our Area Service Managers ensure compliance with safety protocols, anticipate/ manage risk, and effectively deploy STERIS resources in the best interests of our Customers, employees and shareholders.

This Area Service Manager will service Customers in Central North Carolina, NE Tennessee and Southern part of Virginia. 

Must be comfortable with up to 6 overnights per month. 

What you'll do as an Area Service Manager

Customer Focus (50%):

• You will assume primary ownership for Customer Satisfaction, retention and revenue attainment for your district. 
• You'll build strong Customer relationships and represent Service in critical Customer meetings, sales opportunities, and escalate issue resolution that requires leadership intervention. Act as a model for these skill for your team.
• Develop 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.
• You'll model and own development of  “Customer First” program outcomes and design district-specific Customer engagement initiatives locally.
• You will be responsible for implementing protocols and procedures, 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). 
• Own talent/resource forecasting and management to ensure Customer business expectations and financial objectives are met. 

Growth & Continuous Improvement (50%):

• Deliver targeted financial performance for the territory including full profit and loss responsibility and risk management for all territory related activity.
• You will partner with business unit controller and AVP to develop associated costs, forecasted revenue and projected top/bottom line for territory. This will include inventory, employee and operational expenses, as well as costs/impacts of new programs and Customer/corporate/compliance requirements. This could include safety, training, monitoring and managing employee performance to develop a high-performance teams. 
• You'll ensure training and coaching are provided to meet Customer needs, as well as provide regular employee feedback, coaching and timely performance discussions. 
• Act as a liaison between company and the field to be a conduit for positive and constructive feedback, enhance employee engagement and retention.
• You will consistently set expectations of performance for territory, which includes frequent communication of milestones regulatory. 
• Analyze and forecast labor and skill requirements in alignment with Customer, budget objectives, ROI of alternative resources/methods to meet Customer, as well as operational and talent needs.
• You will assume responsibility for understanding risk, compliance, safety, and audit requirements within STERIS and where required by Customer agreements. Enforce standards, codes and procedures (Fleet, Maintenance, Workplace safety) and ensure STERIS is represented in safe professional manner at Customer sites.
   

The Experience, Skills and Abilities Needed

Required

• Bachelor’s degree required and 6 years of experience, including 2 years leading teams. In lieu of degree, must have 14 years relevant work experience including relevant leadership experience, military experience and leadership.
• Must have experience in resource planning, managing employee performance, and basic P&L/budget reporting. 
• Must have valid driver’s license. 

Preferred

• Experience managing virtually, leading field teams or equivalent/progressive experience in STERIS Field Service or other relevant field leadership in comparable industry
• 4 + years of field service leadership roles  
• Continuous Improvement training or proven results
• Strong business acumen, and related experience in managing budget/cost planning and managing performance processes  

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

• Market competitive pay 
• Flexible time off and (9) added holidays
• Excellent healthcare, dental and vision benefits
• Vehicle & mileage reimbursement 
• Company cell phone stipend/laptop
• Long/Short Term disability coverage 
• 401(k) with company match
• Maternity & paternal leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition reimbursement and continued education programs
• Excellent opportunities for advancement and stable long-term career
  
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