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