District Service Manager

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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.

District Service Managers drive a customer first culture within a full-service district with ability to grow and retain business, talent, and financial outcomes. They are responsible for the growth and profitability of the district by driving service revenue and sale partnerships for local and national accounts within their region.

Customer Focus:
(50%)

• Assumes primary ownership for Customer Satisfaction, retention and revenue attainment for their district
• Builds strong Customer relationships and represents Service in critical Customer meetings, sales opportunities, and escalated issue resolution that requires leadership intervention. Acts as a model for these skill for their team
• Develops high performing partnership with STERIS sales/service teams to provide cohesive service solutions and maximize the STERIS 'Share of Wallet for local and national accounts within area of responsibility
• Models and owns development of 'Customer First' program outcomes and designs district-specific Customer engagement initiatives locally as needed
• Implements protocols and procedures as required ensuring cost effective delivery of service quality.
• Implements coordinated strategies with internal partners to align customer needs and business strategy with the right resources and the right time, and prepare for future work (skills, experience)

Owns talent/resource forecasting and management to ensure Customer business expectations and financial objectives are met.

• Deliver targeted financial performance for the district including full profit & loss responsibility, risk management for all district related activity including:
  Partners with business unit controller and AVP to develop associated costs, forecasted revenue and projected top/bottom line for district, including inventory, employee and other operational expenses, and costs/impacts of new programs and Customer/corporate/compliance requirements (safety, training, Monitors and manages employee performance to develop a high-performance team
• Ensures training and coaching is provided to meet Customer needs; provides regular feedback, coaching and timely performance discussions
• Acts as a liaison between company and the field to be a conduit for positive and constructive feedback and enhance employee engagement & retention
• Consistently sets expectations of performance for District and Region which includes frequent communication of milestones regulatory)
• Analyzes and forecasts labor and skill requirements in alignment with customer and budget objectives and assess ROI of alternative resources/methods to meet Customer, operational and talent needs
• Assumes responsibility for understanding risk, compliance, safety and audit requirements within STERIS and where required by Customer agreements. Enforces standards, codes and procedures (FLEET, Maintenance, Workplace safety) and ensures STERIS is represented in safe professional manner at Customer sites
  

Required:

• Bachelor's degree, and 6 years of experience including 2 years leading teams; In lieu of degree, 14 years relevant work experience including relevant leadership experience, including military experience and leadership.
• Experience in resource planning, managing employee performance and basic P&L/budget reporting.
• Strong Written and Verbal Communication Skills.
• Valid driver's license.
• Basic/intermediate skills (Word, Excel, Outlook, intranet) and ability to navigate multiple systems and create/distribute reports.

Preferred:

• Experience (managing virtually) leading field teams or equivalent/progressive experience in STERIS Field Service or other relevant field leadership in comparable industry.
• 4 + years of field service leadership roles.
• Continuous Improvement training or proven results.
• Strong business acumen, and related experience in managing budget/cost planning and managing performance processes.

• Competitive pay
• Annual merit review and incentive plans
• Company vehicle, fuel, vehicle maintenance provided
• Company provided credit card, iPhone & laptop
• Cell phone reimbursement
• Business travel and all related expenses paid
• Medical, vision, prescription, dental and life insurance
• 401(k) with a company match
• Flexible time off and paid holidays
• Extensive hands-on training and development
• Tuition assistance
• Opportunities for advancement

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE:
STE) company with approximately 17,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.

Job Category:
Service/Technical Services

Job Segment:
District Manager, Service Manager, QC, Infection Control, Manager, Management, Customer Service, Quality, Healthcare