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Job Title:  Service Product Manager

Req ID:  25050
Job Category:  Customer Operations/Customer Support

LE HAILLAN, B, FR, 33185

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

The role’s objective is to achieve or exceed revenues and profitability objectives for the Equipment Service business in EMEA.  Working closely with the EMEA service and commercial operations organization, the Associate Marketing Manager will manage marketing initiatives, catalogues and marketing collaterals, marketing content, translations, surveys and project work destined to increase the potential of success of Equipments Service  Solutions in EMEA.   The role covers both Direct and Dealers EMEA markets.

Duties

  • Marketing Strategy Development
  • Increase penetration / win rate of Service Solutions through the development of tools and programs that provide a seamless approach to selling value.
  • With the support of the direct manager, collaboratively identify opportunities and associated strategies through frequent conversations and interactions with Customers, Service Managers and Service engineers, Commercial Operations organization, and counterparts in North America or other geographies.
  • Support and participate in congresses, service meetings, field visits and provides to the organization Voice of the Customer content to be able to improve on our services.
  • Communicate effectively with the Service field and Operations organizations to ensure awareness of products changes, price changes, new sales / service tools, corrective measures, new projects.  
  • Works closely with the Capital Equipment Marketing team to ensure a cohesive Marketing message for Service.
  • Operational product planning

With the guidance and support of the direct manager, collaborates with the Service Organization leadership both in  EMEA and in the USA, and develops / execute a Plan of Action and new product launches including:

  • Creation of Marketing collaterals in different languages
  • Value proposition creation
  • ROI proposition
  • Competitive analysis
  • Creation of parts / pricing as required to support the marketing initiative
  • Product life cycle planning
  • Promotions
  1. Gain an understanding of the competitive marketplace
  2. Understands approach to pricing strategy stewardship for Service related products, including spare parts.

Duties - cont'd

  • Localization of Corporate Marketing initiatives
  • With the support of the direct Manager, reviews Corporate existing programs, evaluates if and how applicable to the EMEA environment and prepares plans for execution in EMEA or in targeted EMEA markets.
  • Data intelligence and systems development
  • Working closely with the Service Operations teams, gains proficient understanding of Corporate Service Management tools and data reading to be used to increase:
      • Spare parts service profitability
      • Service contracts penetration and profitability
      • Spare parts pricing segmentation and pricing
  • Quality and Continuous Improvement
  • Coordinates Customers NPS and Transactional Surveys and understands KPIs crucial to the success of the Product, such as but not limited to First Time Fix Ratio, Excessive Repair, Contribution by FTE
  • Employs Lean tools, like scorecards and RCCM methodology to ensure delivery of KPIs
  • Project Work
    • Explores creation of additional value streams (service repair centre, validation service lines, Quality registration of Service EMEA teams…)
    • Execute implementation plans as appropriate

Education Degree

  • Bachelor's Degree
  • Master's Degree

Required Experience

Minimum 5 years experience

Preferred Experience

Skills

  • Knowledge of the Marketing techniques and tools
  • Knowledge of the Service Products (installation, Spares parts, special services)
  • Advanced knowledge of Microsoft office applications
  • Advanced knowledge of Drawing and Publishing tools to create collaterals
  • French – English fluent both written and spoken / Knowledge of a second / 3rd European language
  • Decision making and Business Acumen
  • Results Driven
  • Excellent verbal, written and interpersonal skills
  • Sense of initiative
  • Customer Focus Planning and organization - able to work creating and following a project plan and milestones

 

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.  

Req ID:  25050
Job Category:  Customer Operations/Customer Support

LE HAILLAN, B, FR, 33185


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