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Customer Services Manager

Date: 01-Feb-2023

Location: Kingston upon Thames, KTT, GB, KT9 2NY

Company: Steris Corporation

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

Liaising with customers and theatre managers to implement policy and procedures


  • To liaise with theatre managers including weekly interface with all theatre managers and practice managers
  • To implement Synergy policy and working practices as outlined in the DSA.
  • Train staff to utilise
  • Ensure compliance with Schedule 5 and Schedule 12 of the DSA with regard to authorisation for repair and replacement of equipment.
  • Responsible for the management (track and trace) of loan sets.
  • Be an active member of the Institute Resource Committee.
  • Responsible for the purchase and supply of instruments.
  • Promote and maintain cohesive communication links with clients, facility personnel and external personnel.
  • Assist the Contract Manager in monitoring performance of contracts.

Duties - cont'd

  • To be proactive in building client relationships and maintaining high levels of customer service.
  • Assist the Contract Manager and the General Manager in maintaining compliance to ISO9001 (2000), ISO13485 and the Medical Device Directive 93/42 EEC and updated standards.
  • Report severe incidents in line with eQMS
  • Report and conclude customer complaints in a timely manner
  • Ensure the promotion of awareness of regulatory and customer requirements throughout the unit.
  • Refer output/quality conflicts to Group level through the Group Quality Manager for resolution, as instructed following appropriate discussions with the Contract Manager and General Manager.
  • Assist in the management of customer site STERIS staff
  • To undertake any other duties or tasks as reasonably required

Education Degree

    Required Experience

    Previous experience in an administrative role
    Previous experience in a demanding Customer Service role

    Preferred Experience


    • Awareness of decontamination legislation relating to the reprocessing of re-usable medical devices.
    • Ability to understand, interpret and resolve highly complex decontamination contract issues
    • Interpersonal, influencing, negotiating and leadership skills.
    • Analytical skills.
    • Computer literate – competent user of MS Word and MS Excel.
    • People management and people development kills.
    • Full driving licence.


    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.

    STERIS strives to be an Equal Opportunity Employer.