Manager, Service Engineering

STERIS is a company that provides innovative healthcare and life science product and service solutions. As a Manager, Service Engineering, you will lead the Service Engineering Department, overseeing product commercialization and managing resources for quality technical support and team development.

Responsibilities:

• Provide guidance on electrical/mechanical matters required by the engineering personnel within the department
• Direct engineering personnel in developing complex conversions to both standard and non-standard products
• Responsible for assurance that service components meet applicable requirements and that Engineering Change Procedures are adhered to
• Supervise the design and drafting function to achieve maximum utilization of available resources
• Coordinate department resources (Service Engineers, Designers and Technical Writers) to assure corporate objectives associated with new product development, field corrections and training are met in accordance with their respective schedules
• Maintain service documentation systems for the development and review of manuals, PM standards, installation standards, procedural updates and field communications
• Provide direction and guidance to the Service Engineering Group in the form of continued training and escalation support to resolve complex customer and field technician issues
• Actively participate in and promote the Quality Improvement Process for all products
• Assign designated staff for ongoing projects including new products, current and non-current products, as well as field corrections and enhancement projects
• Manage resources to maintain targets for the technical support and parts ID call center
• Manage the financial budget for the department

Requirements:

• B.S., B.A. required
• Minimum 5 years of progressive experience in a (Service, Engineering, Contact Center, etc.); 3+ years of experience in directly leading people or cross-functional project teams
• Capability to concurrently manage a team in different disciplines and creating an environment of inter/intra-departmental mutual employee respect
• Proven ability to attain and motivate others to achieve administrative, budgetary, staff, organizational, project implementation goals within a continuous quality improvement environment
• Ability to analyze issues and make effective decisions, engage, coach and build a diverse workforce, build partnerships, improve service quality and processes, execute training effectively, demonstrate personal leadership and functional agility
• Demonstrated track record delivering, measuring, and continuously improving external Customer and internal user satisfaction
• Ability to work with all levels of employee population
• Excellent written and verbal communication skills
• Strong presentation skills and executive presence
• Master's degree preferred
• Previous experience with direct people management preferred
• Previous experience in medical device preferred
• Six Sigma or Lean certification preferred