Manager of Service Support - Ann Arbor, MI

About this role

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, Healt

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