Manager of Service Support - Ann Arbor, MI

Sartorius • Ann Arbor, MI

3d • Onsite

About The Position

In this on-site role, you will manage and optimize service support operations (back-office and front-office) including contract administration, billing, and service dispatching and logistics to enable efficient field and inhouse service delivery and ensure high-quality customer experience.

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
• 3+ 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

Nice To Haves

• SAP experience preferred
• Service Industry experience strongly preferred
• Biotech/Laboratory industry strongly preferred
• Service Management experience strongly preferred
• Ability to take ownership of processes & situations
• Must be able to communicate clearly, in detail, concisely, in a positive manner, both orally & written
• Must have strong ability to multi-task
• Must be able to build relationships and provide leadership to team members.
• Ability to prioritize tasks and meet deadlines
• Ability to triage & problem solve, 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

Responsibilities

• Oversee all order entry into ERP & SMS systems including but not limited to: field services, workshop services, service contracts, spare part sales orders, and all subsequent invoices & related documents.
• Oversee data entry into SMS including but not limited to: 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 Uers, 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.
• Coordinate processes and communication flow with other internal departments including but not limited to: Purchasing & Sourcing, Customer Service, Warehousing, Finance, Master Data Governance, etc.
• Act as contact for the local Process Specialist or global Process Improvements & Compliance to advise on proposed processes and/or implementing new processes.
• Coordinate with Finance on billing issues & invoice disputes with customers.
• Act as point person for projects related to Service Support, or example: integrations of new acquisitions or implementing new tools.
• Coordinate with Process Specialist & Team Lead to identify areas of improvement including processes, training, and doucmentation.
• 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.
• Set performance expectations for individual team members based on SMART goals.
• 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.

Benefits

• Mentoring
• leadership programs
• internal seminar offerings
• Paid vacation
• sick time
• corporate holidays
• community service day
• flexible work schedules
• Comprehensive onboarding, including a virtual online platform
• Mutual support
• team spirit
• international collaboration
• communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
• Wide selection of health and well-being support such as a variety of medical plans to choose from
• dental
• vision
• EAP
• other wellness programs
• Working in smart buildings with the latest technology and equipment
• 401 k (with generous company match)
• HSA
• FSA (dependent care & healthcare spending)
• Transportation Commuter Account
• Basic Life Insurance
• AD&D
• EAP
• Family Planning & Women’s Health
• Health Advocate
• Supplemental Life Insurance (employee, spouse & dependents)
• Legal Services
• LTD & STD
• Critical Illness Insurance
• Student Loan Tuition Refinance Service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level