Director, Service Contracts & Operations Support

Steris Corporation - Mentor, OH

Full-time - Director

Mentor, OH

10,001+ employees

Miscellaneous Manufacturing

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. The Director, Service Contracts and Support Operations is responsible for the execution of strategic projects and service administrative operations for the North America Equipment Service and Instrument Repair Organizations (IMS). This role provides strategic partnership and delivers project plans to support strategic service accounts, field service operations, marketing offerings, and other service offerings. You will partner closely with the Sr. Director Service Reporting and Analytics and Contract Program Support, North American Service, IMS Sales Organization, Field Service, and Sales leaders to support execution of service initiatives. You will be primarily focused on effectively managing service growth initiatives, establishing continuous and strategic improvement action plans, and identifying projects to drive profitability and improve the Customer and employee experience. Projects will include standard work initiatives for the contract life cycle management, identification of areas to automate, leveraging digital technologies to enhance digital adoption of processes, and implementing AI tools where feasible to improve quality and efficiency. You will partner with key accounts sales team and program manager to ensure quality delivery and compliance with STERIS master service agreements associated with our most significant contracted Customers. This position is located in Mentor, Ohio with the opportunity for a hybrid work schedule.

Responsibilities

• Identify areas of improvement in the contract's operation process, develop project plans, and deliver significant gains in efficiency.
• Target opportunities to automate processes and or utilize AI tools to enhance the productivity of field service technicians, back-office administrative functions, and sales methodology.
• Review, analyze, and implement processes designed to improve the efficiency and effectiveness of the key account sales and support processes.
• Ensure action plans are developed for key initiatives, status is communicated to the stakeholders, and responsibilities are executed as required.
• Actively develop strategic plans for the contracts and administrative team members to meet Global Service objectives.
• Effective cross-functional decision making and implementation of contracts, including support of cross divisional service agreements.
• Ensuring compliance with contract requirements including discounting tiers, administrative performance, and operational performance notifications if expectations are not met.
• Compliance with all related company policies and procedures.
• Keep abreast of legal changes and regulatory requirements affecting contract services and agreements.
• Identify growth initiatives and execute project plans to improve top and bottom-line growth.
• Support the development of the legal review process for contracts and the master service agreement process, including the execution of commercial and operational approval process.
• Review, analyze and submission of Strategic / Corporate Account contracts representing $60 Million opportunity annually.
• Ensure documentation in places for service-related policies and procedures including sales, administrative, and field-based improvements.
• Lead multi-functional teams including service support process specialists, legal business analysts, and key account program managers to ensure an integrated approach to service delivery and field employee support.

Requirements

• Bachelor's degree in analytics; Master's preferred
• Minimum of ten (10) years combined experience in operational leadership, customer support, or contract administration, and continuous improvement
• Successfully demonstrated decision-making skills, with consideration for short-term and long-term financial impact.
• Demonstrated leadership leading multi-functional teams and projects with financial impact of $1M+
• Excellent consulting and program development skills.
• Proven ability to think strategically, build a team and plan, and successfully implement to achieve strategic objectives.
• Project management and leadership experience.
• Proven ability to deliver data insights and recommendations in a clear concise manner to Customer or executive level.
• Analytical skills in process improvement.
• Demonstrated skills in assessing and delivering tools and resources to field leaders and teams to support effective work leveling and achievement of Customer requirements.

Benefits

• 401(k) matching
• Health insurance
• Paid time off
• Tuition reimbursement