Manager, Service Engineering

Position Summary

As a Manager, Service Engineering you are responsible for leading and executing E&T global service engineering and install base support engineering initiatives. In collaboration with Area Service Managers, you will own all Customer portfolios and contracts after commissioning and validation of initial capital equipment sales throughout the remaining lifecycle, with a strategic focus on addressing Customer service/support needs, requests, upgrades, and system enhancements.  

In this role you will work closely with the Operations, Engineering, Software, Project Management, and Sales teams to develop and implement strategies and execute on business targets and goals. You will communicate frequently and present to Sr. leadership, determine staffing requirements and headcounts, identify skills, generate departmental budgets and will be responsible for leading safety initiatives, promoting a positive workplace culture, and overall accountability to departmental level goals and objectives to advance the E&T global service program.

As a Manager, Service Engineering you are responsible for delivering on customer satisfaction metrics, and meeting all contractual terms as defined. You will manage and escalate all customer satisfaction and quality issues, provide mentoring, coaching and development to employees by identifying and implementing process improvements and changes to ensure the group’s effectiveness and value to Customers.

This role requires onsite work 5 days per week at our Stittsville, Canada location.

What You'll do as a Manager, Service Engineering

Customer Focus

• Proactively build and maintain Customer relationships, and ensure all needs are met with accurate, timely, and effective resolution.
• Contribute to the negotiations on terms and conditions of service and support agreements, ensuring voice of Customer input into specific business needs and requirements are considered.
• Create an atmosphere of Customer centricity globally. Anticipate Customer needs and ensure they are communicated and interpreted into all facets of the organization. Facilitate resolution by leveraging innovative business processes, products and services.
• Develop and clearly communicate departmental initiatives, measures of success and accountabilities to all team members.
• Implement protocols and procedures as required to ensure cost effective delivery of products and services.
• Assure expenses are within budget and established guidelines.
• Utilize technical resources to ensure successful completion of all equipment and service deliverables within their responsibility.
• Ensure exceptional Customer communication and issue resolution leveraging all available resources.
• Responsible for managing life cycle of the existing installed base of equipment including but not limited to: driving profitable Service revenue, uncovering future capital opportunities, meeting operational targets and implementing continuous improvement activities.
• Work cross-functionally to prepare, train, develop, and implement process for the team in preparation for final execution and delivery of existing and new products/services to market.
• Drive collaboration and provide leadership to various cross functional groups to ensure agendas are properly defined, prioritized and executed

Leadership

• Contribute to the formulation, establishment, communication, and execution of the Equipment & Services strategy and objectives. Drive continuous improvement in Customer satisfaction, growth and margin, safety, quality, and operational excellence.
• Create a culture of teamwork and develops relationships within working group, division, across STERIS.
• Champion a culture of safety, quality and Customer satisfaction, and drive related initiatives across the organization.
• Institute systems, processes, and controls to monitor the workflow and ensure business objectives are met.
• Provide timely and accurate revenue forecasts and continually analyze and revise critical success factors for the business.
• Align the team under a clear set of goals and objectives.
• Connect individuals’ performance to the company strategy, demonstrating how their contributions support company success.
• Communicate STERIS core values and ensures team is aligned with our vision.
• Lead, manage, and support team.
• Delegate, manage workflow, and guide, coach, mentor, and provide feedback to staff.
• Hold others accountable for meeting expectations and addresses performance problems.
• Set expectations, include Customer service satisfaction goals, procedures, policies, or standards.
• Manage staff performance to facilitate goal achievement.
• Identify and address staff training and coaching needs.

Delivering Results

• Maintain accurate records and documentation of Customer calls, complaint resolution, and other key information.
• Deliver on metrics set by leadership, implement strategic plans, and actively look for continuous improvements in product delivery, execution, and service.
• Set priorities and ensure delivery of business plan and strategy.
• Own customer satisfaction from a project delivery and service standpoint and actively aim to improve our level of service.
• Coordinate business priorities as set out by the leadership team.

The Experience, Skills and Abilities Needed

Required:

• Bachelor’s degree in engineering or a related technical field required.
• Minimum 6 years of progressive experience in project management, field service, with prior experience in a technical industry
• Minimum 2 years of direct management experience.
• Direct Customer facing experience and a record of proven success in delivering projects and services to market
• Prior experience working with senior leadership to develop and implement strategic plans.
• Prior experience executing major capital projects
• Proven track record of delivering successful projects or services within success criteria
• Knowledge of Customer service principles and practices. 
• Ability to obtain a passport. 
• Ability to travel internationally 

Preferred:

• Experience evaluating technical programs or process’ to implement Customer centric strategies.
• Knowledge of sterilization systems preferred.

Other:

• Demonstrated understanding of machine data and analytics
• Financial and commercial acumen
• Highly skilled in written and verbal communication to interface with sales teams, industry partners, and internal/ external stakeholders.
• Advanced Customer interaction skills
• Exceptional presentation skills
• Demonstrated problem solving and analytical skills.
• Demonstrated ability to lead and mentor staff.
• Excellent people and project management skills
• Knowledge of business practices and applications 
• Skill in supervising others, giving direction, setting standards, and holding others accountable.  
• Skill in written and verbal communication through language barriers. 
• Skill in listening to Customer needs and concerns and addressing them accordingly. 
• Skill to think analytically and solve problems.
• Skill to manage change and implement solutions. 
• Ability to adapt in a challenging environment with changing priorities. 
• Ability and willingness to take the initiative.  
• Ability to collaborate effectively and cross-functionally. 
• Ability to maintain patience and a good attitude in all Customer interactions.  
• Ability to foster a learning and collaborative environment. 
• Ability to follow and uphold all safety protocols. 
• Ability to build and foster strong relationships.

What STERIS Offers