Manager, Service

at  Steris

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

The Service Manager is responsible for leading, managing, and supporting highly technical service teams and individuals who provide service, support, installation services, and education to Customers and employees. This includes managing the day-to-day operations of the teams, planning, and delegating tasks, developing metrics to assess Customer satisfaction, and coordinating with teams from multiple departments to align policies, procedures, and work assignments with engineering, software, and operations. The Service Manager defines and communicates Customer service expectations, policies and procedures and holds teams accountable for meeting high standards. Providing training, coaching, and mentoring is a crucial part of this role. It is essential that the Customer Service Manager communicates professionally and effectively with Customers, builds, and maintains relationships with Customers through patience, actively listening, conflict management, and the primary prioritization of Customers.
The Service Manager communicates frequently with leadership on staffing requirements and headcounts, identifies skills, and is responsible for leading safety initiatives, promoting a positive workplace culture, and overall accountability for the service and installation team.
This is an onsite position in our Stittsville, Ontario facility supporting our Applied Sterilization Technologies (AST) division.

THE EXPERIENCE, SKILLS, AND ABILITIES NEEDED:

• Associates degree and 10 years of experience, or High School diploma and 15 years of experience
• 7 years of experience in a technical role
• 5 years of experience in a leadership position
• 3 years of experience in contract negotiation and contract development
• Knowledge of Customer service principles and practices
• Ability to obtain a passport
• Ability to travel domestically and internationally

• Responds to Customer service escalations and complaints when leadership intervention is required. Resolves complaints quickly and effectively to ensure Customers are satisfied. Initiates customer complaint process utilizing team resources and owns any CAPA’s or corrective actions required to improve quality of service and execution.
• Proactively builds and maintains Customer relationships.
• Interfaces with senior leaders to discuss, support, and implement improvement strategies. Identifies and implements strategies to improve quality of service, productivity, and efficiency. Develops Customer service procedures, policies and standards that contribute to excellent Customer satisfaction.
• Contributes to a team effort by performing in accordance with all STERIS policies, GMP, Lean principles, and other directives; supports the directives and decisions of higher-level management and performs other duties as assigned.
• Responsible for service and installation project support globally. Owns tracking and generation of metrics and KPI’s. Responsible for adherence to all policies, procedures, targets, and goals for the service and installation division.
• Aligns the team under a clear set of goals and objectives. Connects individuals’ performance to the company strategy, demonstrating how their contributions support company success. Communicates STERIS core values and ensures team is aligned with our vision.
• Leads, manages, and support teams of highly technical service teams and individuals who provide service, support, and training to Customers and employees.
• Maintains accurate records and documentation of Customer calls, complaint resolution, and other key information. Analyzes and interprets service data and prepares reports on findings. Uses findings to make adjustments and improvements.
• Accountable for execution of service and installation strategy, growth, efficiencies, budgets, and customer satisfaction.