Job Title:  Supervisor, Customer Support

STERIS - Supervisor, Customer Support

Supervisor, Customer Support is responsible for driving lean process improvement and support functions within the service sales and support operations team.  Responsible for implementing, and measuring departmental and process goals, achieving annual targeted contract and warranty conversion closure rate targets, and the administrative and operational support of contracts and depot services.  Recommends system changes and implements same to improve field performance.  Acts as a liaison between field operations and administration to improve business processes and resolve issues. Supports National Accounts initiatives to support competitive pricing, requests for proposals, and incremental business opportunities.  Supports the training of new hires and creates and sustains an engaging work environment.

You will be eligible to work a hybrid work schedule, working in the office 2 days per week and working from home 3 days per week. 

What will you do?

• Supervise contract sales team (30%)
  • Define and support the sales process for contract sales representatives
  • Ensure service agreement quotes for renewals and new business opportunities are delivered on time
  • Ensure contract quotes are profitable and meet price realization guidelines
  • Partner with strategic accounts to support revenue growth initiatives and operational support
  • Coach and develop sales team members to build an engaging workspace
  • Review contract terms and conditions for compliance with department requirements
  • Train new hires and assist in the development of quality sales systems
  • Drive performance to meet growth targets, renewal on time performance, and price realization

• Supervise Service Support Administration Team (30%)
  • Activate and maintain preventative maintenance agreements in accordance with approved procedures and policies
  • Ensure service agreements are activated by team accurately and quality standards met for reports
  • Ensure invoice errors are addressed and corrected by team
  • Support the Onboarding and Training of New Hires
  • Provide/develop additional training to existing employees as needed
  • Assist in development of job aides and standard best practices for the team to follow
  • Identify opportunities to eliminate waste and increase efficiency of department
  • Support the development and testing of new initiatives and processes
  • Support Team SharePoint site maintenance

What will you do? - cont'd

• Supervise Support for Depot Services  (30%)
  • Provide administrative support for depot services
  • Ensure processes in place for standard work
  • Ensure accurate process documentation and invoicing
  • Manage performance outcomes aligned with business outcomes

• Build Employee Engagement (10%)
  • Recommend work resources for team to execute on business priorities
  • Review key improvement areas and recommend improvement activities to eliminate waste and build value for activities
  • Participate in routine business reviews to ensure efforts support both back administrative and field operations objectives
  • Identify engagement activities that encourage team collaboration and retention

What experience, skills, and abilities will you need to be successful?

• Associate’s Degree in Business or related field is required.
• Minimum 5 years of business experience is required.
• In lieu of degree, 9 years of relevant experience is required to be considered for the role
• Background in inside sales capacity and preferred management of inside sales/service support team. 3-5 years in a supervisory role is required.
• Lean experience and continuous improvement experience preferred.

What STERIS Offers:

At Steris, we invest in our employees and their families for the long term! STERIS wouldn’t be where it is today without our incredible people. We shares our success together with you by rewarding you for your hard work and achievements.

Here is just a brief overview of what we offer:

• Competitive Pay
• Extensive Paid Time Off (18 days starting) and (9) added Holidays.
• Excellent healthcare, dental, and vision benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Continued training and educations programs
• Excellent opportunities for advancement in a stable long-term career
   

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