Area Service Manager

About the Role

Drives a Customer First culture within a full-service district with the ability to grow and retain business, talent, and financial outcomes. Responsible for the growth and profitability of the district by driving service revenue and sales partnerships for local and national accounts. Manages an average annual revenue of $5.5 million with an expected margin target of 45%. Models STERIS values and demonstrates ability to drive innovative thinking and continuous improvement. Acts as a talent champion in attracting, developing, and engaging teams to build customer trust, achieve financial and operational targets, and effectively navigate change. Works cross-functionally with IPT, Surgical, Life Sciences, Mobile SPD, IMS, and Consumable business to help drive cohesive customer solutions and support company growth. Ensures compliance with safety protocols and anticipates & manages risk. Effectively deploys STERIS resources in the best interests of customers, employees, and shareholders.

Responsibilities

• Customer Focus
  • 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 requiring leadership intervention.
  • Acts as a model for these skills for their team.
  • Develops high-performing partnerships with STERIS sales/service teams to provide cohesive service solutions and maximize STERIS “Share of Wallet” for local and national accounts.
  • Models and owns development of “Customer First” program outcomes and designs district-specific customer engagement initiatives as needed.
  • Implements protocols and procedures to ensure cost-effective delivery of service quality.
  • Implements coordinated strategies with internal partners to align customer needs and business strategy with the right resources at the right time.
  • Owns talent/resource forecasting and management to ensure customer business expectations and financial objectives are met.
• Growth & Continuous Improvement
  • Delivers targeted financial performance for the district, including full profit & loss responsibility and risk management for all district-related activity.
  • Partners with business unit controller and AVP to develop associated costs, forecasted revenue, and projected top/bottom line for the district, including inventory, employee, and other operational expenses.
  • Monitors and manages employee performance to develop a high-performance team.
  • Ensures training and coaching are provided to meet customer needs; provides regular feedback, coaching, and timely performance discussions.
  • Acts as a liaison between the company and the field to enhance employee engagement & retention.
  • Consistently sets performance expectations for the District and Region, including frequent communication of milestones and regulatory requirements.
  • Analyzes and forecasts labor and skill requirements in alignment with customer and budget objectives.
  • Assesses 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 as required by customer agreements.
  • Enforces standards, codes, and procedures (FLEET, Maintenance, Workplace safety) and ensures STERIS is represented in a safe and professional manner at customer sites.

Requirements

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

Preferred Qualifications

• Experience leading field teams virtually or equivalent/progressive experience in STERIS Field Service or other relevant field leadership in a 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 performance processes.

Benefits

• Market-competitive pay.
• Extensive paid time off and 9 additional holidays.
• Excellent healthcare, dental, and vision benefits.
• Vehicle reimbursement.
• Company-provided cell phone/laptop.
• Tools, equipment, and uniforms provided.
• Long/short-term disability coverage.
• 401(k) with company match.
• Maternity & paternity leave.
• Additional add-on benefits/discounts (e.g., pet insurance).
• Tuition reimbursement and continued education programs.
• Excellent opportunities for advancement and stable long-term career growth.

Pay

Pay range for this opportunity is $100,000.00 - $139,150.00. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than the range listed. Pay rates are based on factors including local labor market costs, years of relevant experience, education, professional certifications, and foreign language fluency.