Area Service Manager

STERIS•Philadelphia, PA

6d•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. Summary STERIS IMS' On Location Area Service Manager (ASM) is a hands‑on operational and commercial leader of approximately 12 field based employees and will be responsible for delivering high‑quality surgical instrument repair and clinical support services across an assigned geographic area. This role drives Customer Satisfaction, retention, and revenue performance by ensuring safe, compliant, efficient service delivery while serving as a subject‑matter expert in surgical instrument repair, operational analytics, and service model design. The STERIS IMS ASM supports both day‑to‑day execution 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. This role leads, develops, and engages field‑based teams, manages STERIS IMS mobile repair fleet operations including DOT regulatory compliance, and partners closely with Sales, Operations, Legal, and cross‑functional teams to design and implement effective service solutions. As a key contributor in the discovery and contract design stages for new and existing business, the ASM models STERIS values, fosters a Customer First culture, and integrates technical, operational, and commercial expertise to support company growth and strong Customer outcomes. This role will cover Philadelphia and surroundings, as well as all of Delaware. Some overnight travel may be required at times.

Requirements

Bachelor’s degree and 6 years of experience, including 2 years leading teams
In lieu of degree, must have 14 years relevant work experience, including relevant leadership experience (military, sales or industry related)
Experience in resource planning, managing employee performance and basic P&L/budget reporting
Valid driver’s license required
Must be 21 years old to meet FMCSA requirements for commercial driving

Nice To Haves

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

Responsibilities

Own Customer Satisfaction, retention, and revenue attainment within the assigned area.
Build strong Customer relationships and represent Service in escalations, critical meetings, and high‑visibility engagements.
Serve as a subject-matter expert (SME) during Customer business reviews; preparing and presenting operational and financial analytics, trends, and insights.
Identify organic growth opportunities within existing accounts and partner with Sales/Service teams to develop and optimize new business within current territories.
Design and drive Customer First engagement initiatives tailored to Customer needs.
Lead, train, coach, and develop field‑based technicians and supervisors to ensure high‑quality, safe, and compliant service delivery.
Oversee onboarding, skill certification, and ongoing competency development for technicians.
Maintain a broad understanding of hundreds of surgical instrument types and repair techniques, and ensures technicians meet applicable technical and quality standards.
Conduct timely performance management, coaching, development discussions, and corrective actions when required.
Ensure full compliance with safety, regulatory, operational, and quality requirements.
Contribute to operational planning, forecasting, budgeting, and expense control.
Support delivery of financial targets, margin performance, and P&L objectives.
Oversee tools, inventory, asset management, and operational cost controls.
Collaborate with IPT (Infection Prevention Technology), Surgical, Mobile SPD (Sterile Processing Department), Consumables, and other internal teams to deliver cohesive service solutions.