Area Service Manager

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

The IMS Area Service Manager is a hands‑on operational and commercial leader, employee coach, and Customer relationship manager. This role reports to the regional AVP and is responsible for delivering high‑quality surgical instrument repair and clinical support services across the assigned territory. Scope includes ensuring both day‑to‑day operational excellence and long‑term Customer success by presenting data‑driven insights during Customer business reviews, identifying organic growth opportunities, and ensuring performance against complex contractual requirements and service metrics. The ASM models STERIS values and fosters a Customer First culture.

Location/Territory and Travel:

• This position requires frequent travel between teams of technicians (both field-based and in an onsite repair lab in Boston) and hospital Customers in various locations across the territory of Massachusetts, New Hampshire, Rhode Island, and Maine. The team is comprised of approximately 15 direct report technicians.
• You must live in (or be willing to relocate to) a state within this territory in order to be considered for the position.

• This role is approximately 50% remote (working from home) and 50% field-based (both local and overnight travel within the multi-state region), with those percentages varying depending on the needs of Customers and the employees you manage.

What You Will Do as an Area Service Manager

• You will own Customer Satisfaction, retention, and revenue attainment within your territory.
• You will represent Service in escalations, critical meetings, and high‑visibility engagements. This will include preparing and presenting operational and financial analytics and insights.
• You will identify organic growth opportunities within existing accounts.
• You will participate in opportunity management efforts, including RFI/RFP responses, operational feasibility review, service modeling, and solution development for potential Customer contracts.
• You will hire, train, coach, and develop field‑based technicians and supervisors. This will include collaboration with your HR partner to conduct timely performance management.
• You will identify and resolve resource constraints, adjusting staffing and skill alignment to meet demand.
• You will ensure the safety, maintenance, and regulatory compliance of lab facilities and of the mobile repair fleet, ensuring all vehicles and drivers meet DOT requirements.
• By thoroughly understanding complex Customer contracts, you will ensure delivery of performance metrics, SLAs, and reporting requirements.
• You will contribute to operational planning, forecasting, budgeting, and expense control, supporting the delivery of financial targets, margin performance, and P&L objectives.
• You will maintain consistent communication with employees and leadership regarding goals, milestones, performance, and operational updates.
• You will collaborate with other internal teams, such as Sales, IPT, Surgical, Mobile SPD, and Consumables, to deliver cohesive service solutions.

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

• Extensive training and career development opportunities

• Competitive pay and quarterly incentive plan

• Flexible Paid Time Off

• Medical, vision, dental, life insurance, short term disability, and paid parental leave

• 401(k) with a company match

• Tuition assistance

• Business travel and all related expenses paid

The Experience, Skills, and Abilities Needed

• A Bachelor's degree is required (or an 8 additional years of experience in lieu of degree, as specified below).
• At least 6 years of verifiable work experience, including 2+ years leading teams.
  • (Note: In lieu of a Bachelor's degree, at least 14 years of work experience, including 2+ years spent leading teams, are required.)
• Leadership experience in military, sales, or industry-related environment is preferred.
• Must have experience in resource planning, managing employee performance, and basic P&L/budget reporting.
• Must have strong conflict management skills.
• Must have strong verbal and written communication skills and ability to meet tight deadlines in a fast-paced environment.
• A valid driver’s license is required.
• Must have intermediate skill with Microsoft Office applications and the ability to navigate multiple systems and create/distribute reports.
• Must be able to travel 50% or more, including overnight travel, both throughout the territory and to corporate locations for meetings and training.

Starting pay range for this opportunity is $93,000 - 126,000 annually. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: STERIS Benefits

Open until position is filled.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity. To support and service our customers in this assigned territory candidates must be based out of one of the following state(s): Massachusetts.