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Job Title:  Regional Field Operations Supervisor

Req ID:  20517
Job Category:  Service/Technical Services
Country/Region:  US
State:  OH
City:  Cleveland
Zip:  44109
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.

Regional Field Operations Supervisor

Are you a creative and strategic leader who thrives in an autonomous setting? Do you enjoy developing and maintaining relationships while collaborating with others to drive team success?  Do you have a passion for developing others, while continually developing yourself? Come join our team, based in Ohio, as a Regional Field Operations Supervisor. 


As a Regional Operations Supervisor you will provide exceptional Customer service, leadership, and talent management to a full-service region by driving a Customer First culture. As a Regional Operations Supervisor you will be responsible for the growth and profitability of the district by driving service revenue and sale partnerships with an annual revenue value of $3M - $5M. You will also develop a high performing service team that drives Customer Satisfaction and revenue growth. Further, you play an integral part in recruiting, training, developing, and retaining top talent. The typical team size is 8-12 direct reports. Safety is critical to our success and as a Regional you will ensure all safety protocols and requirements are always adhered to. You will be expected to attain or exceed established business objectives, utilizing strong leadership skills to motivate and lead the combined efforts of the Field Chamber Cleaning team.
 

What you will do as a STERIS Regional Field Operations Supervisor:

This position, working closely with the AVP/Director of Service Operations will be responsible for the day to day management of performance for non-exempt personnel making up the assigned Regional Chamber Cleaning Operations team and meeting operational goals of the Region in Quality, Delivery and Cost (QDC. Region assignment will vary in size and scope and expand at the discretion of the Sr Manager.  Promotion to full IPM duties and scope will be determined by individual performance and business needs.

Customer Service:

  • Own Customer Satisfaction and revenue attainment in the district. Develop financial forecasts and track financial performance to ensure profitability of service business. Build Customer relationships and represent service in critical Customer meetings, sales opportunities, and in the resolution of escalations that require the presence of a leader.
  • Assure quality of the Customer experience through efficient deployment of resources, frequent Customer contact, and adherence to Corporate and Service quality initiatives.
  • Ensure Customer satisfaction through quality field service processes that maximize technician productivity and efficiency. This includes proactively identifying customer needs and timely escalation of issues.
  • Enforce current standards, codes, and procedures regarding safe and effective use of equipment, auto maintenance programs, and other polices as required.
  • Ensure STERIS is represented in a professional manner while at Customer sites.

Talent Management:

  • Responsible for leading a geographically dispersed service team.
  • Own talent management and talent acquisition to ensure Customer business expectations are met.  
  • Monitor and manage employee performance during field visits.
  • Provide feedback, coaching and timely performance discussions and appraisals.
  • Execute disciplinary action as required within the assigned territory.
  • Act as a liaison between the company and the field to be a conduit for positive and constructive feedback.
  • Consistently set expectations of performance for the region which includes frequent communication of milestones.
  • Work with Chamber Cleaning Technicians, responsible for maximizing service contracts within assigned area to drive success.
  • Maintain intimate knowledge of contract obligations to Customers and develop procedures to ensure timely execution.

Leadership / Administrative:

  • Attain or exceed established operational objectives through the combined efforts of the STERIS team.
  • Responsible for planning, organizing, scheduling, budgeting, and supervising technical personnel for assigned area, to fully satisfy Customer’s service needs.
  • Responsible for the prompt and accurate submission of expense reports, timecards, service tickets, accounts payable, billing transmittals, and other administrative requirements as assigned by supervisor.
  • Recommend and/or approve purchases of equipment, parts supply, etc. for assigned district.
  • Ensure proper maintenance and calibration of tools, test equipment, and other related assigned equipment. 
  • Directly supervises skilled hourly employees such as Chamber Cleaning Technicians. Decisions have a direct impact on work unit operations.  Erroneous decisions or recommendations or failure to achieve results might cause delays in schedules. 
  • Works on issues where analysis of situation or data requires review of relevant factors.  
  • Exercises judgment within defined procedures and policies to determine appropriate action.  
  • Interacts daily with subordinates and/or peers within similar and/or related functions primarily for the purpose of presenting and exchanging information.
What you need to be successful:

The ideal candidate drives Customer solution-focused practices, that achieve business growth through industry leading service talent. This is a critical role in driving Customer retention and business growth, through collaboration with Sales, Installation, Engineering, and other business unit stakeholders. You will utilize your leadership and exceptional change management skills to ensure current objectives are met, while positioning your Customers, and our teams for future success. As a STERIS leader, you are a talent champion in attracting, developing, and engaging teams to build Customer trust, achieve performance targets and navigate changing priorities. This role requires proven coaching and performance management competencies that empower employees to do their best work, and support change initiatives to drive optimum outcomes. 

  • Associates Degree – Required
  • Bachelors Degree in Business Administration or similar strongly preferred. 
  • In lieu degree, 3 years experience in services, operations, and/or surgical repair environment or related field and 2 years of supervisory or team lead experience will be considered.
  • 2 years of Supervisor or Managerial Experience preferred.
  • Demonstrated knowledge in resource planning, managing employee performance, and basic P&L/budget reporting. 
  • Demonstrated experience leading a region, district, or territory with multiple direct reports.
  • Exceptional written and verbal communication skills. 
  • Ability to travel around 60% of the time, including overnight stays to attend Customer meetings and support team development.
  • Proficient in Word, Excel, and Outlook, and strong competency in learning & supporting teams with new technology tools (Apps, SharePoint). 
  • Valid driver’s license required.
  • Experience leading field teams (managing virtually) preferred.   
  • Continuous Improvement training or proven results a plus.
  • Strong business acumen, and related experience in data analysis, budget management and change management preferred.
  • Candidate must live within the Greater Cleveland or Columbus Area. 
     
What we offer you:

This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldn’t be where it is today without our incredible, talented people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal.


We offer a comprehensive benefits package, including:

  • Base salary plus incentive/bonus opportunity
  • Car and cell phone stipend
  • Business travel and all related expenses paid
  • Excellent medical, vision, dental and life insurance
  • 401(k) with a company match
  • Paid vacation time and paid holidays
  • Tuition assistance
  • Excellent opportunities for advancement
     

 

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STERIS plc is a $3B, publicly traded (NYSE: STE) organization with more than 12,000 employees worldwide.

STERIS strives to be an Equal Opportunity Employer.