Area Service Manager

STERIS • Boston, MA

9h • $93,000 - $126,000 • Hybrid

About The Position

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 IMS Area Service Manager is a hands‑on operational and commercial leader, employee coach, and Customer relationship manager. This role reports to the regional AVP and is responsible for delivering high‑quality surgical instrument repair and clinical support services across the assigned territory. Scope includes ensuring both day‑to‑day operational excellence and long‑term Customer success by presenting data‑driven insights during Customer business reviews, identifying organic growth opportunities, and ensuring performance against complex contractual requirements and service metrics. The ASM models STERIS values and fosters a Customer First culture. Location/Territory and Travel: This position requires frequent travel between teams of technicians (both field-based and in an onsite repair lab in Boston) and hospital Customers in various locations across the territory of Massachusetts, New Hampshire, Rhode Island, and Maine. The team is comprised of approximately 15 direct report technicians. You must live in (or be willing to relocate to) a state within this territory in order to be considered for the position. This role is approximately 50% remote (working from home) and 50% field-based (both local and overnight travel within the multi-state region), with those percentages varying depending on the needs of Customers and the employees you manage.

Requirements

• A Bachelor's degree is required (or an 8 additional years of experience in lieu of degree, as specified below).
• At least 6 years of verifiable work experience, including 2+ years leading teams. (Note: In lieu of a Bachelor's degree, at least 14 years of work experience, including 2+ years spent leading teams, are required.)
• Experience in resource planning, managing employee performance, and basic P&L/budget reporting.
• Strong conflict management skills.
• Strong verbal and written communication skills and ability to meet tight deadlines in a fast-paced environment.
• A valid driver’s license is required.
• Intermediate skill with Microsoft Office applications and the ability to navigate multiple systems and create/distribute reports.
• Must be able to travel 50% or more, including overnight travel, both throughout the territory and to corporate locations for meetings and training.

Nice To Haves

• Leadership experience in military, sales, or industry-related environment is preferred.

Responsibilities

• Own Customer Satisfaction, retention, and revenue attainment within your territory.
• Represent Service in escalations, critical meetings, and high‑visibility engagements.
• Prepare and present operational and financial analytics and insights.
• Identify organic growth opportunities within existing accounts.
• Participate in opportunity management efforts, including RFI/RFP responses, operational feasibility review, service modeling, and solution development for potential Customer contracts.
• Hire, train, coach, and develop field‑based technicians and supervisors.
• Identify and resolve resource constraints, adjusting staffing and skill alignment to meet demand.
• Ensure the safety, maintenance, and regulatory compliance of lab facilities and of the mobile repair fleet, ensuring all vehicles and drivers meet DOT requirements.
• Ensure delivery of performance metrics, SLAs, and reporting requirements by thoroughly understanding complex Customer contracts.
• Contribute to operational planning, forecasting, budgeting, and expense control, supporting the delivery of financial targets, margin performance, and P&L objectives.
• Maintain consistent communication with employees and leadership regarding goals, milestones, performance, and operational updates.
• Collaborate with other internal teams, such as Sales, IPT, Surgical, Mobile SPD, and Consumables, to deliver cohesive service solutions.

Benefits

• Extensive training and career development opportunities
• Competitive pay and quarterly incentive plan
• Flexible Paid Time Off
• Medical, vision, dental, life insurance, short term disability, and paid parental leave
• 401(k) with a company match
• Tuition assistance
• Business travel and all related expenses paid

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees