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District Service Manager

Company: STERIS
Location: Colorado Springs
Posted on: January 12, 2021

Job Description:

STERIS is a leading provider of infection prevention and procedural products and services, focused primarily on the critical markets of healthcare, pharmaceutical and research and medical devices. Our mission is to help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. We have 12,000 employees worldwide, with over 3,000 in Customer-facing sales and service roles. Founded as Innovative Medical Technologies in Ohio in 1985, the company was renamed STERIS in 1987. Many of the businesses that have been acquired and integrated into STERIS have much longer operating histories, notably the American Sterilizer Company founded in 1894. The STERIS Vision is inspired by our Customers' efforts to create a healthier and safer world, and guided by our legacy of leadership and innovation; we strive to be a Great Company. To STERIS, this means we will make a difference by providing world-class product and service solutions for our Customers, safe and rewarding work for our People, and superior returns for our Shareholders. Position Summary Are you a creative and strategic leader who thrives in an autonomous setting? Do you enjoy developing and maintaining relationships with customers and collaborating with others to drive business growth? Do you have a passion for developing others, while continually developing yourself? Come join our team, based in the Colorado Springs, CO area, as a District Service Manager. As a District Service Manager (DSM) you will provide exceptional Customer service, leadership and talent management to a full-service district by driving a Customer First culture. As a DSM 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 - $6M. You will also develop a high performing service team that drives Customer Satisfaction and revenue growth. Further, you play an intergral part in recruiting, training, developing and retaining top talent. Safety is critical to our success and as a DSM you will ensure all safety protocols and requirements are adhered to at all times. You will be expected to attain or exceed established business objectives, utilizing strong leadership skills to motivate and lead the combined efforts of the service team. You will also effectively deploy STERIS resources in the best interests of our stakeholders (shareholders, employees, Customers). What will you do as a District Service Manager? 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 to Service Engineering or Area Vice Presidents as appropriate with recommended solutions.* 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 District and the Region which includes frequent communication of milestones.* Work 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.* Motivate and educate technicians to play active role in providing sales leads and monitoring contract status.Financial Acumen:* Develop 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.* Complete Customer needs analysis and generate solutions with quotes to meet the identified Customer needs. This includes negotiation, pricing, and renewal management for new and existing business.* Work closely with Sales to facilitate capital, consumable, and service sales joint account planning to maximize the STERIS "Share of Wallet."* Work within the region to promote and secure new business.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, time cards, 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.What Skills, Abilities and Education are needed? 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. * Bachelor's degree plus 6 years of experience, including 2 years leading teams. In lieu of degree, 14 years' relevant work experience, including relevant leadership experience (includes military leadership roles) will be considered.* 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.What STERIS can 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#LI-EP1

Keywords: STERIS, Colorado Springs , District Service Manager, Executive , Colorado Springs, Colorado

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