Manager, Service Engineering

Position Summary

As a Manager, Service Engineering you will provide leadership, direction and support to technical personnel within the Service Engineering Department, who are responsible for product commercialization as it relates to Service. This includes: Service Order and SSQ processing, drawing updates, engineering changes, service documentation, maintenance instructions and spare parts list creation. You will also be responsible for managing resources to provide quality technical support and parts identification. In this role you will have leadership responsibilities such as hiring, coaching and developing a team of technical professionals, and fostering a continuous improvement mindset.

This role is open to a remote work schedule based on business needs.

What You'll do as a Manager, Service Engineering

• Provide guidance on electrical/mechanical matters required by the engineering personnel within the department. Direct engineering personnel in developing complex conversions to both standard and non-standard products.
• Responsible for assurance that service components meet applicable requirements and that Engineering Change Procedures are adhered to.
• Supervise the design and drafting function to achieve maximum utilization of available resources.
• Coordinate department resources (Service Engineers, Designers and Technical Writers) to assure corporate objectives associated with new product development, field corrections and training are met in accordance with their respective schedules.
• Maintain service documentation systems for the development and review of manuals, PM standards, installation standards, procedural updates and field communications.
• Provide direction and guidance to the Service Engineering Group in the form of continued training and escalation support to resolve complex customer and field technician issues.
• Actively participate in and promote the Quality Improvement Process for all products.  Assign designated staff for ongoing projects including new products, current and non-current products, as well as field corrections and enhancement projects.
• Manage resources to maintain targets for the technical support and parts ID call center.
• Manage the financial budget for the department.

The Experience, Skills and Abilities Needed

Required:

• B.S.,B.A. required
• Minimum 5 years of progressive experience in a (Service, Engineering, Contact Center, etc.); 3+ years of experience in directly leading people or cross-finctional project teams.

Preferred:

• Master’s degree preferred.
• Previous experience with direct people management preferred.
• Previous experience in medical device preferred.

Other:

• Capability to concurrently manage a team in different disciplines and creating an environment of inter/intra-departmental mutual employee respect.
• Proven ability to attain and motivate others to achieve administrative, budgetary, staff, organizational, project implementation goals within a continuous quality improvement environment.
• Ability to analyze issues and make effective decisions, engage, coach and build a diverse workforce, build partnerships, improve service quality and processes, execute training effectively, demonstrate personal leadership and functional agility.
• Demonstrated track record delivering, measuring, and continuously improving external Customer and internal user satisfaction.
• Six Sigma or Lean certification preferred.
• Ability to work with all levels of employee population.
• Excellent written and verbal communication skills.
• Strong presentation skills and executive presence.

What STERIS Offers