At Sartorius, we are seeking a Manager of Service Support to join our team in Ann Arbor, MI. In this on-site role, you will manage and optimize service support operations (back-office and front-office) including contract administration, billing, and service dispatching and logistics to enable efficient field and inhouse service delivery and ensure high-quality customer experience.

What you will accomplish together with us:

Oversee all order entry into ERP & SMS systems including but not limited to: field services, workshop services, service contracts, spare part sales orders, and all subsequent invoices & related documents.
Oversee data entry into SMS including but not limited to: dispatching, scheduling, and spare parts ordering.
Manage day-to-day activities, including task allocation and workload management.
Identify, facilitate, manage, and document all training needs & requirements for all team members, with support from the Service Support Process Specialist, Key Uers, and Team Leads.
Act as second level escalation for back office & team members, after Process Specialist, Team Leads, or as identified in escalation matrix.
Ensure compliance with standard and/or global processes & workflows with support from the local Process Specialist, and the Global Process Improvements & Compliance team.
Implement, document, and manage all non-standard or local processes with support from the local Process Specialist.
Coordinate processes and communication flow with other internal departments including but not limited to: Purchasing & Sourcing, Customer Service, Warehousing, Finance, Master Data Governance, etc.
Act as contact for the local Process Specialist or global Process Improvements & Compliance to advise on proposed processes and/or implementing new processes.
Coordinate with Finance on billing issues & invoice disputes with customers.
Act as point person for projects related to Service Support, or example: integrations of new acquisitions or implementing new tools.
Coordinate with Process Specialist & Team Lead to identify areas of improvement including processes, training, and doucmentation.
Enable solutions to maintain team proficiency.
Manage timecards, PTO, leave, and hybrid office schedule for team members.
Make personnel decisions for the department, including hiring, disciplinary, and termination.
Conduct regular team meetings to ensure cohesive approach and open discussion.
Foster a positive environment for team members to perform effectively & independently.
Guide, coach, and mentor team members via constructive feedback and effective communication.
Motivate the team with a positive attitude of inclusivity and connection.
Promote a culture of continuous improvement, innovation, and knowledge sharing within the team.
Perform annual performance reviews and regular developmental discussions with team members.
Set performance expectations for individual team members based on SMART goals.
Develop, implement, and monitor analytics of team activities to establish Key Performance Indicators.
Use KPI's to investigate business operations for potential improvements and/or trends.
Develop & implement continuous improvement strategies to enhance business operations.
Prove support for Head of Service Support and Service Management Team.

What will convince us:

Bachelor's degree in business administration or High School diploma with equivalent experience, and/or vocational training with 5+ years' experience in related field, ideally in Life Science, Biotech, or Pharma
3+ years' experience managing and leading a team of people
5+ years' experience in Customer Service, Field Service, Dispatching, or related field
Minimum beginners experience in Microsoft Office Suite
SAP experience preferred
Service Industry experience strongly preferred
Biotech/Laboratory industry strongly preferred
Service Management experience strongly preferred

We value:

Ability to take ownership of processes & situations
Must be able to communicate clearly, in detail, concisely, in a positive manner, both orally & written
Must have strong ability to multi-task
Must be able to build relationships and provide leadership to team members.
Ability to prioritize tasks and meet deadlines
Ability to triage & problem solve, reviewing all information to develop & evaluate options and implement solutions
Social skills & perceptiveness required - actively look for ways to help customers & team members reach their goals, and be sensitive when dealing with customer reactions & needs.
Project management skills - ability to coordinate and schedule resources to achieve objectives
Strong organization & analytical skills
Identification with our core values: Sustainability, Openness, Enjoyment

What We Offer

As a growing global life science company, with our stock listed on the German DAX and TecDAX , Sartorius offers a wide range of benefits:
Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform
Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs.
Intelligent Working Environment: Working in smart buildings with the latest technology and equipment.

Retirement Savings Plan: 401 k (with generous company match)
Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account
Company Paid Benefits: Basic Life Insurance, AD&D, EAP, Family Planning & Women’s Health, Health Advocate
Additional/Optional: Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service

Sartorius

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