Manager of Service Support - Ann Arbor, MI

About the role

The Manager of Service Support role at Sartorius is based in Ann Arbor, MI. This position oversees service support operations, including contract administration, billing, and service dispatching and logistics, to ensure efficient field and in-house service delivery and high-quality customer experiences.

Responsibilities

• Oversee all order entry into ERP & SMS systems, including field services, workshop services, service contracts, spare part sales orders, and subsequent invoices & related documents.
• Oversee data entry into SMS, including dispatching, scheduling, and spare parts ordering.
• Manage day-to-day activities, including task allocation and workload management.
• Identify, facilitate, manage, and document all training needs & requirements for all team members, with support from the Service Support Process Specialist, Key Users, and Team Leads.
• Act as second level escalation for back office & team members, after Process Specialist, Team Leads, or as identified in escalation matrix.
• Ensure compliance with standard and/or global processes & workflows with support from the local Process Specialist, and the Global Process Improvements & Compliance team.
• Implement, document, and manage all non-standard or local processes with support from the local Process Specialist.
• Cook up processes and communication flow with other internal departments including but not limited to: Purchasing & Sourcing, Customer Service, Warehousing, Finance, Master Data Governance, etc.
• Coordinate with Finance on billing issues & invoice disputes with customers.
• Coordinate with Process Specialist & Team Lead to identify areas of improvement including processes, training, and documentation.
• Enable solutions to maintain team proficiency.
• Manage timecards, PTO, leave, and hybrid office schedule for team members.
• Make personnel decisions for the department, including hiring, disciplinary, and termination.
• Conduct regular team meetings to ensure cohesive approach and open discussion.
• Foster a positive environment for team members to perform effectively & independently.
• Guide, coach, and mentor team members via constructive feedback and effective communication.
• Motivate the team with a positive attitude of inclusivity and connection.
• Promote a culture of continuous improvement, innovation, and knowledge sharing within the team.
• Perform annual performance reviews and regular developmental discussions with team members.
• Develop, implement, and monitor analytics of team activities to establish Key Performance Indicators.
• Use KPI's to investigate business operations for potential improvements and/or trends.
• Develop & implement continuous improvement strategies to enhance business operations.
• Prove support for Head of Service Support and Service Management Team.

Requirements

• Bachelor's degree in business administration or High School diploma with equivalent experience, and/or vocational training with 5+ years' experience in related field, ideally in Life Science, Biotech, or Pharma.
• 5+ years' experience managing and leading a team of people.
• 5+ years' experience in Customer Service, Field Service, Dispatching, or related field.
• Minimum beginners experience in Microsoft Office Suite.
• SAP experience preferred.
• Service Industry experience strongly preferred.
• Biotech/Laboratory industry strongly preferred.
• Service Management experience strongly preferred.

Qualifications

• Bachelor's degree in business administration or High School diploma with equivalent experience, and/or vocational training with 5+ years' experience in related field, ideally in Life Science, Biotech, or Pharma.
• 5+ years' experience managing and leading a team of people.
• 5+ years' experience in Customer Service, Field Service, Dispatching, or related field.
• Minimum beginners experience in Microsoft Office Suite.
• SAP experience preferred.
• Service Industry experience strongly preferred.
• Biotech/Laboratory industry strongly preferred.
• Service Management experience strongly preferred.

Skills

• Ability to take ownership of processes & situations.
• Clear, detailed, concise, and positive communication skills, both oral & written.
• Strong ability to multi-task.
• Relationship building and providing leadership to team members.
• Ability to prioritize tasks and meet deadlines.
• Triage & problem solving, reviewing all information to develop & evaluate options and implement solutions.
• Social skills & perceptiveness required - actively look for ways to help customers & team members reach their goals, and be sensitive when dealing with customer reactions & needs.
• Project management skills - ability to coordinate and schedule resources to achieve objectives.
• Strong organization & analytical skills.
• Identification with our core values: Sustainability, Openness, Enjoyment.

Benefits

We offer a comprehensive range of benefits including personal and professional development opportunities, work-life balance, making an impact right from the start, welcoming culture, health and well-being support, intelligent working environment, retirement savings plan, flexible spending, transportation commuter account, company-paid benefits, and more. Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability, or based on status in any other protected group of class.