Area Service Manager

STERIS•Los Angeles, CA

4d•$100,000 - $130,000

About The Position

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. As an Area Service Manager at STERIS, you will be responsible for providing exceptional Customer service, leadership and talent management to a full-service District within Life Sciences. You will own the growth and profitability of the district, identify new business opportunities and proactively present service product offerings to Customers. You will utilize strong leadership skills to attain or exceed established business key performance indicators. What you will do as an Area Service Manager Financial 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. Recommends and/or approves purchases of equipment, parts supply, etc. for assigned District. Partners with capital, consumable and service Account Managers to drive sales and service revenue and maximize STERIS overall profitability and seeks and secures new business within the district. Customer Experience 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. 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. Business Processes 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. People, Tools, and Technology Leads a geographically dispersed service team and 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. Ensures assigned territory has adequate staffing to meet service needs of the district through review and analysis.

Requirements

Bachelor's degree required.
Minimum of 8 years of progressive experience, or related experience in a leadership role.
Experience working in a Customer service business environment.
Previous experience with organizing and managing a profitable business unit.
Experience working with financial data / budgets for a team.
Must have a valid driver’s license with minimal moving violations.
Advanced tech/computer skills, including use of Microsoft applications, intranet, and reporting tools.

Nice To Haves

Ability to creatively solve problems, gather and analyze data, propose solutions, and develop action plans to address.
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.
Experience leading field teams in a comparable industry.
Effective utilization of continuous improvement processes with proven results.
Strong business acumen, and related experience in financial and performance management.

Responsibilities

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.
Recommends and/or approves purchases of equipment, parts supply, etc. for assigned District.
Partners with capital, consumable and service Account Managers to drive sales and service revenue and maximize STERIS overall profitability and seeks and secures new business within the district.
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.
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.
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.
Leads a geographically dispersed service team and 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.
Ensures assigned territory has adequate staffing to meet service needs of the district through review and analysis.