Associate District Service Manager
2 months ago
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.
**Position Summary**:
Provide exceptional Customer service, leadership and talent management to a small service district. Drives a Customer First culture. Responsible for developing a high performing service team that drives Customer satisfaction and revenue growth. Recruit, train, develop and retain top talent; manage talent appropriately to ensure team stability and success. Ensure all safety protocols and requirements are adhered to at all times; drive a culture of safety. Own the growth and profitability of a small district; Identify new business opportunities, prepare service quotations, and proactively present service product offerings to Customers within the assigned territory. Attain or exceed established business objectives, utilizing strong leadership skill to motivate and lead the combined efforts of a service team members. Effectively deploy STERIS resources in the best interests of our stakeholders (shareholders, employees, Customers). Maintain knowledge of current Customer needs and direct team members to ensure Customer needs are met. Partner with sales to assist in securing new service opportunities and retain current business
**Duties**:
- Responsible for leading a geographically dispersed service team. Owns talent management and talent acquisition to ensure Customer business expectations are met.
- Owns Customer Satisfaction and revenue attainment for a small district. Develops financial forecasts and tracks financial performance to ensure profitability of service business. Represents service in Customer meetings, sales opportunities, and in resolution of escalations.
- Monitors and manages employee performance during field visits. Provides feedback, coaching and timely performance discussion and appraisals.
- Executes disciplinary action as required within the assigned territory. Acts as a liaison between company and the field to be a conduit for positive and constructive feedback. Consistently sets expectations of performance for District and Region which includes frequent communication of milestones.
- 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.
- Demonstrate a positive attitude and role model position expectations. Act as a liaison between Company and the field to be a conduit for positive and constructive feedback. Consistently set expectations of performance for district and communicate milestones often.
- 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 in order to fully satisfy Customer’s service needs.
**Duties - cont'd**:
- Proactively identify and resolve Customer concerns; addressing Customer relationships and technical aspects of the problem.
- Completion of Customer needs analysis and the generation of solutions with quotes to meet the identified Customer need. This includes negotiation, pricing, and renewal management for existing business.
- Communicate and enforce current standards, codes, and procedures regarding safe and effective use of equipment, fleet safety and auto maintenance programs, and other policies as required. Ensure STERIS is represented in a safe and professional manner while at Customer sites.
- Working with 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.
- Assist in the development of financial forecasts and track financial performance to ensure profitability. Implement protocols and procedures as required ensuring cost effective delivery of service quality. Deliver targeted financial performance for the district.
- 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.
- Through review and analysis, ensure assigned territory has adequate manpower to meet service needs of the district. Work with assigned management team in reassignment of Customer accounts to accommodate business changes.
- 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. Motivate and educate technicians to play active role in providing sales leads and monitoring contract status.
**Education Degree**:
- Associate's Degree
- Bachelor's Degree
**Required E
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