Supervisor, Contracts and Service Operations

STERIS•Birmingham, AL

1d•$78,000 - $90,000•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 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 score card targets for annual fixed fee agreements such as overall portfolio consumption improvement, annual true-up, midterm adjustments, and unbilled overages, Recommends system and process 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 the training of new hires and creates and sustains an engaging work environment. This position is a hybrid work schedule. The team meets in the Birmingham office 2 days per week.

Requirements

Associates degree + 4 years of business experience
High school diploma + 9 years of business experience
3+ years in a supervisory role 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

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

Responsibilities

Supervise Service Support Administration Team
Work with Sales and Finance to improve overall annual fixed fee agreement performance, manage annual true-ups in accordance with contract terms, and achieve midterm adjustments for grossly over and under consuming agreements.
Work with Sales and Finance to aggressively pursue and collect unbilled annual fixed fee agreement overages.
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
Build Employee Engagement
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