Regional Service Manager

Position Summary

The Regional Service Manager provides exceptional Customer service, leadership and talent management to a full-service district by driving a Customer First culture. Responsible for the growth and profitability of the district by driving service revenue and sale partnerships, this role will develop, train, and retain a high performing service team that drives Customer Satisfaction and revenue growth. Ensures all safety protocols and requirements are adhered to at all times; drives a culture of safety. Attains or exceed established business objectives, utilizing strong leadership skill to motivate and lead the combined efforts of the service team. Effectively deploys STERIS resources in the best interests of our stakeholders (shareholders, employees, Customers). This role will include nationwide, overnight travel up to 50%. 

Duties

Customer Service: 
1. Owns Customer Satisfaction and revenue attainment in the district. Develops financial forecasts and tracks financial performance to ensure profitability of service business. Builds Customer relationships and represents service in critical Customer meetings, sales opportunities, and in resolution of escalations that requires the presence of a leader. 
2. 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. Includes proactively identifying customer needs and timely escalation of issues to Service Engineering or Area Vice Presidents as appropriate with recommended solutions. 
3. Enforce current standards, codes, and procedures regarding safe and effective use of equipment, auto maintenance programs, and other polices as required. Ensure STERIS is represented in a professional manner while at Customer sites. Performs other duties as assigned. 

Talent Management: 
1. Responsible for leading a geographically dispersed service team. Owns talent management and talent acquisition to ensure Customer business expectations are met. Monitors and manages employee performance during field visits. Provides feedback, coaching and timely performance discussion and appraisals. 
2. Executes disciplinary action as required within the assigned territory. Acts as a liaison between company and the field to be a conduit for positive and constructive feedback. Consistently sets expectations of performance for District and Region which includes frequent communication of milestones. 
3. Working with technicians, responsible for maximizing service contracts within assigned area to drive success. Maintain intimate knowledge of contract obligations to Customers and develop procedures to ensure timely execution. Motivate and educate technicians to play active role in providing sales leads and monitoring contract status. Performs other duties as assigned. 
 

Duties - cont'd

Financial Acumen: 
1. Develop financial forecasts and track financial performance to ensure profitability. Implement protocols and procedures as required ensuring cost effective delivery of service quality. Deliver targeted financial performance for the district. 
2. Completion of Customer needs analysis and the generation of solutions with quotes to meet the identified Customer needs. This includes negotiation, pricing, and renewal management for new and existing business. Work closely with Sales to facilitate capital, consumable, and service sales joint account planning to maximize the STERIS “Share of Wallet.” Works within the region to promote and secure new business. Performs other duties as assigned. 

Administrative: 
1. Attain or exceed established operational objectives through the combined efforts of the STERIS team. Responsible for planning, organizing, scheduling, budgeting, and supervising technical personnel for assigned area in order to fully satisfy Customer’s service needs. 
2. Responsible for prompt and accurate submission of expense reports, timecards, service tickets, accounts payable, billing transmittals, and other administrative requirements as assigned by supervisor. 
3. Recommend and/or approve purchases of equipment, parts supply, etc. for assigned district. Ensure proper maintenance and calibration of tools, test equipment, and other related assigned equipment. Performs other duties as assigned.
 

Education Degree

Required Experience

1. High School Diploma/GED required. Prefer bachelor’s degree in business, engineering or related technical field of study. 
2. Minimum 5 to 7 years in a Field Service Management role (managing virtually) leading field teams of at least 5 technicians, or equivalent/progressive experience in STERIS Field Service. 
3. Demonstrated ability to provide exceptional Customer service in a business environment.
4. Proven ability to plan, organize, and manage a profitable business unit. Demonstrated ability to develop and analyze complicated financial data.
5. Demonstrated ability to creatively solve problems. Ability to gather and analyze data, propose solutions and develop action plans to address.
6. Demonstrated ability to apply LEAN and process improvement methods.
7. Excellent interpersonal and communication skills required.
8. Strong computer skills, including use of Microsoft applications, intranet, and reporting tools, including Microsoft Excel and Siebel. 
9. Must have a valid driver’s license with minimal moving violations.