Area Service Manager

Position Summary

The Area Service Manager is responsible for providing exceptional Customer service, leadership and talent management to a full service District, owns the growth and profitability of the District, identifying new business opportunities and proactively presenting service product offerings to Customers; utilizes strong leadership skills to attain or exceed established business key performance indicators.

This position will cover a territory that includes all of RI, CT and NH, as well as Boston, Long Island and Manhattan. 

This is a remote based Customer facing position. To support and service the Customers in the assigned territory, candidate must be based out of one of the following states: CT, MA or NH

Duties

Financial – 25%

• Manages P&L for the District.  Owns operating income and revenue attainment in the District.  Develops financial forecasts and tracks financial performance to ensure profitability. Implements protocols and procedures as required ensuring cost effective delivery of service quality. Delivers targeted financial performance for the District.
• Recommends and/or approves purchases of equipment, parts supply, etc. for assigned District. Ensures proper maintenance and calibration of tools, test equipment, and other related assigned equipment.
• Partners with capital, consumable and service Account Managers to drive sales and service revenue and maximize STERIS overall profitability. Seeks and secures new business within the District

Customer Experience – 25%

• Owns Customer satisfaction and represents service in critical Customer meetings, sales opportunities, and resolution of escalations that requires the presence of a leader.
• Assures quality of the Customer experience through efficient deployment of resources, frequent Customer contact, and adherence to Corporate and Service quality initiatives. Proactively resolves Customer concerns and ensures Customer satisfaction through quality field service processes that maximize technician productivity and efficiency. Escalates issues to Service Engineering or Area Vice President/Director as appropriate with recommended solutions.
• Completes Customer needs analysis and the generation of solutions with quotes to meet the identified Customer needs, including  negotiation, pricing, and renewal management for new and existing business.

Duties - cont'd

      Business Processes – 25%

• Communicates and enforces current standards, codes, and procedures regarding safe and effective use of equipment.  Manages District adherence to fleet safety and auto maintenance programs Ensures STERIS is represented in a safe and professional manner while at Customer sites.
• Submits expense reports, time cards, service tickets, accounts payable, billing transmittals and other administrative requirements as assigned by supervisor in a prompt and accurate manner.

     People, Tools and Technology – 25%

• Leads 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 discussions and appraisals.  Consistently sets expectations of performance for District and Region which includes frequent communication of milestones.
• Demonstrates a positive attitude.  Acts as a liaison between Company and the field to be a conduit for positive and constructive feedback.
• Ensures assigned territory has adequate manpower to meet service needs of the district through review and analysis.  Works with assigned management team in reassignment of Customer accounts to accommodate business changes.

Education Degree

Required Experience

• Minimum eight (8) years in a management role or equivalent/progressive experience.
• Demonstrated ability to provide exceptional Customer service in a business environment.
• Proven ability to plan, organize, and manage a profitable business unit. Demonstrated ability to develop and analyze complicated financial data.
• Demonstrated ability to creatively solve problems. Ability to gather and analyze data, propose solutions and develop action plans to address.
• Demonstrated ability to apply process improvement methods.
• Excellent interpersonal and communication skills required to effectively lead a team and respond to Customers
• Team player and demonstrated professionalism, with ability to remain positive in difficult situations.
• Strong computer skills, including use of Microsoft applications, intranet, and reporting tools.
• Must have a valid driver’s license with minimal moving violations.