Supervisor, Contracts and Service Operations

STERIS Corporation•Mentor, OH

8d•$73,000 - $84,000•Hybrid

About The Position

Supervisor, Service Contracts and Support is responsible for driving lean process improvement and support functions within the service sales and support operations team. Responsible for implementing, and measuring departmental and process goals, achieving annual targeted contract and warranty conversion closure rate targets, and the administrative and operational support of contracts and depot services. Recommends system changes and implements same to improve field performance. Acts as a liaison between field operations and administration to improve business processes and resolve issues. Supports National Accounts initiatives to support competitive pricing, requests for proposals, and incremental business opportunities. Supports the training of new hires and creates and sustains an engaging work environment.

Requirements

Associate’s Degree in Business or related field is required and minimum 4 years of business experience is required.
High school diploma and minimum 9 years of business experience is required
1-2 years of supervisory experience is required
Background in inside sales capacity
Strong verbal and written communication skills; ability to interface with all levels of personnel; skilled public speaker.
Ability to quickly comprehend core issues and navigate to resolution.
Must be able to manage by setting performance standards and measurement methodologies, while creating an environment of inter-departmental satisfaction; ability to coach and develop.
Ability to arrange personnel and resources into business effective entities in alignment with tactical and strategic objectives.
Strong critical thinking and problem resolution skills.
Ability to coach and develop.
Ability to multi-task and prioritize.
Ability to communicate on a professional level.
Conflict resolution and problem-solving ability.
Working familiarity with Microsoft Office Suite, which includes spreadsheets, presentations, and reports.

Nice To Haves

Lean experience and continuous improvement experience preferred.
Preferred management of inside sales/service support team.

Responsibilities

Supervise contract sales team (10-50%)
Define and support the sales process for contract sales representatives
Ensure service agreement quotes for renewals and new business opportunities are delivered on time
Ensure contract quotes are profitable and meet price realization guidelines
Partner with strategic accounts to support revenue growth initiatives and operational support
Coach and develop sales team members to build an engaging workspace
Review contract terms and conditions for compliance with department requirements
Train new hires and assist in the development of quality sales systems
Drive performance to meet growth targets, renewal on time performance, and price realization
Supervise Service Support Administration Team (10-50%)
Activate and maintain preventative maintenance agreements in accordance with approved procedures and policies
Ensure service agreements are activated by team accurately and quality standards met for reports
Ensure invoice errors are addressed and corrected by team
Support the Onboarding and Training of New Hires
Provide/develop additional training to existing employees as needed
Assist in development of job aides and standard best practices for the team to follow
Identify opportunities to eliminate waste and increase efficiency of department
Support the development and testing of new initiatives and processes
Support Team SharePoint site maintenance
Supervise Support for Depot Services (10- 20%)
Provide administrative support for depot services
Ensure processes in place for standard work
Ensure accurate process documentation and invoicing
Manage performance outcomes aligned with business outcomes
Build Employee Engagement (20%)
Recommend work resources for team to execute on business priorities
Review key improvement areas and recommend improvement activities to eliminate waste and build value for activities
Participate in routine business reviews to ensure efforts support both back administrative and field operations objectives
Identify engagement activities that encourage team collaboration and retention.