STERIS Canada Corporation
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. HOW YOU WILL MAKE A DIFFERENCE About you: Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, then a career with Steris could be a great fit for you. About Us: At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE. The International Customer Support Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages. The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs. The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed. This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently. What's involved Manages Technical Support sub-team (50%) Coordinates team activities to ensure resources are available to meet needs Assigns projects, follow up and escalations to maximize team efficiency Assigns and coordinates required after-hours work, rotations, and coverage Coordinates with other teams to ensure Customer satisfaction and operational efficiency Supervises team members to achieve their individual goals and objectives Provides ultimate escalation for critical or sensitive issues or Customers (30%) Oversee follow up and resolution for escalated issues Interface with Customers on high-profile, sensitive, or complex incidents or accounts Communicates with key business leaders about Customer satisfaction issues Provides backup and/or resources for team members encountering challenging situations Participates in backup support where necessary for after-hours support International Business Development (10%) Support the international business development team in the creation of a support channel for each new international market being developed. Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes. Equips team to accomplish work efficiently and effectively (10%) Writes, reviews and updates processes, procedures, and work instructions Monitors work done by team and ensures quality of outcomes Reports out on metrics of team performance Ensures complete documentation of project and incident work Required Experience BS in business, computer science or closely related field. Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management. 6+ years' experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service. Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure. Understand of Microsoft SQL database technologies and SQL scripting. Experience of multi-channel technical support including telephone, web chat, email and self-service support tools. Proven track record operating a excellent Customer service, proven through clear service metrics and Customer feedback. Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations. Experience of operating technical training of service teams and maintaining technical knowledge bases. Required Skills Strong ability to define Proactively drive service improvements. Background in IT Service Management within a large organization is preferred. Experience of healthcare software, regulations and governance desirable Strong systems and technical experience. Experience of managing external service providers. Able to work proactively and plan, organize and manage own workload. Project and influencing skills in addition to personal drive and results orientation. Strong communication skills and able to deal professionally with people at all levels. Ability to coach and mentor staff. STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit . STERIS strives to be an Equal Opportunity Employer.
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. HOW YOU WILL MAKE A DIFFERENCE About you: Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, then a career with Steris could be a great fit for you. About Us: At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE. The International Customer Support Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages. The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs. The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed. This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently. What's involved Manages Technical Support sub-team (50%) Coordinates team activities to ensure resources are available to meet needs Assigns projects, follow up and escalations to maximize team efficiency Assigns and coordinates required after-hours work, rotations, and coverage Coordinates with other teams to ensure Customer satisfaction and operational efficiency Supervises team members to achieve their individual goals and objectives Provides ultimate escalation for critical or sensitive issues or Customers (30%) Oversee follow up and resolution for escalated issues Interface with Customers on high-profile, sensitive, or complex incidents or accounts Communicates with key business leaders about Customer satisfaction issues Provides backup and/or resources for team members encountering challenging situations Participates in backup support where necessary for after-hours support International Business Development (10%) Support the international business development team in the creation of a support channel for each new international market being developed. Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes. Equips team to accomplish work efficiently and effectively (10%) Writes, reviews and updates processes, procedures, and work instructions Monitors work done by team and ensures quality of outcomes Reports out on metrics of team performance Ensures complete documentation of project and incident work Required Experience BS in business, computer science or closely related field. Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management. 6+ years' experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service. Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure. Understand of Microsoft SQL database technologies and SQL scripting. Experience of multi-channel technical support including telephone, web chat, email and self-service support tools. Proven track record operating a excellent Customer service, proven through clear service metrics and Customer feedback. Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations. Experience of operating technical training of service teams and maintaining technical knowledge bases. Required Skills Strong ability to define Proactively drive service improvements. Background in IT Service Management within a large organization is preferred. Experience of healthcare software, regulations and governance desirable Strong systems and technical experience. Experience of managing external service providers. Able to work proactively and plan, organize and manage own workload. Project and influencing skills in addition to personal drive and results orientation. Strong communication skills and able to deal professionally with people at all levels. Ability to coach and mentor staff. STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit . STERIS strives to be an Equal Opportunity Employer.
STERIS Canada Corporation
Basingstoke, Hampshire
HOW WILL YOU MAKE A DIFFERENCE About you: Do you want to spend your working time making a difference in the world around you? Are you motivated by impactful work? Do you have a passion for excellent communication, cross functional working, and possess strong multi site and leadership experience? If so, then a career with STERIS in our Health and Safety team could be a great fit for you. About Us At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE. Role Overview We are currently recruiting for a Senior Manager, Regional Health Safety & Environment. This is an excellent opportunity to join us at an influential level in a division that drives the business forwards through providing a best in class Health and Safety service to our business. WHAT YOU WILL DO The Senior Manager, Regional Health Safety & Environment is responsible for developing and providing support for the implementation of Health, Safety and Environment management systems for the IMS - EMEA Instrument Processing and Device Repair operations and other business segments as required by Corporate HSE. Other business segments may include, but are not limited to, Commercial Sales, Healthcare IPT Manufacturing Operations, IPS Device Repair and Surgical Solutions. This position will drive and lead sustainability for health, safety and the environment for our customers, employees and the surrounding communities. The individual will be an integral team member of the Regional and Corporate HSE teams and STERIS business groups, to implement "best practices" for STERIS employees. The path forward consistently requires the attainment and sustainment of the STERIS World Class Safety Excellence for all employees. Duties - Health, Safety and Environmental Management (85%) Contribute to the development of and support the effective implementation of the Corporate and Regional HSE strategy, participating in the regular review of the strategy and its implementation. Provide HSE leadership, support and guidance to the designated business units and field based teams to achieve HSE compliance and objectives. Manage the regional IMS Instrument Processing and Device Repair HSE team to ensure the effective delivery of the HSE strategy and objectives. Manage the regional development, implementation and ongoing review of documented HSE management systems, including policies, procedures, safe working instructions, guidance, information and HSE updates to address relevant business unit needs. Develop, monitor and maintain HSE Management Systems that are equivalent and aligned to the ISO 45001 and 14001 management standards. Identify gaps and potential improvements in HSE management systems, developing and implementing actions to eliminate gaps. Manage the Regional development, implementation and ongoing review of documented HSE training material both Learning on STERIS U and face to face practical training to address relevant business unit needs. Ensure that regional training and development needs are identified and met through the provision of a comprehensive blended training curriculum, training systems and tools. Ensure alignment and implementation of the STERIS Bloodborne Pathogen Immunisation program. Work as part of a cross functional team to ensure Occupational Health providers understand STERIS requirements for immunisation, return to work and accident investigation. Drive continuous improvement, engineer solutions to occupational exposures and deliver strong results from behaviour based processes. Implement, in collaboration with the STERIS Occupational Health and Industrial Hygiene, a national exposure monitoring program for identified exposure risks (PAA, noise, inhalable and chemical exposure). Manage the development, completion and ongoing review of risk and COSHH assessments, advising on the suitability and application of risk control measures, identifying and reporting on inadequately controlled risks and non compliance with statutory or internal non compliance. Provide oversight and guidance on incidents, injury reporting & investigation for relevant business units, ensuring that all injuries, incidents and near misses are reported and investigated in accordance with STERIS policy. Introduce the scorecard to drive improvements in the quality of Navigator incident reports - target right first time. Support collection & analysis of HSE performance data, HSE metrics, identifying areas of concern and reporting performance through dashboards and other means to ensure appropriate actions. Collaborate with members of the HSE Council to deliver automated dashboards and better quality data analytics to aid the whole business in trend reviews. Develop, train and support the IMSEMEA's central and site safety committees. Monitor and report on training completion, performance and compliance, using feedback to identify opportunities for improvement. Lead on effective HSE communication using monthly safety calls, internal intranet, newsletters, internal publications and other engagement initiatives to improve employee awareness, competency and safety performance. Oversee the IMS EMEA and Device Repair HSE self assessment and audit programme, conduct audits/reviews and report on audit findings, making recommendations for corrective actions. Use Lean methodology to drive improvements in Safety and Environmental programmes. Engage with and build working partnerships with other support services (Training, Quality, CI & Facilities) to eliminate silo working and drive productivity for all HSE initiatives. Undertake Lean Leadership training and align all team members with CI training to ensure all aspects of HSE and CI work collaboratively. Maintain knowledge & awareness of regional HSE legislation and emerging risks, reporting changes that may impact the business and supporting the development of effective response strategies. Support allocated major project works and acquisition/integration activities, ensuring that consistent regional HSE standards are adopted and implemented. Manage the development, implementation and testing of robust emergency, contingency, business continuity and disaster recovery plans. Coach and support continual development of the regional HSE team, ensuring concentrating on technical and soft skills. Supporting Medisafe, IMS repairs (Northampton), DanMed, IPT, Surgical Solutions with regional and local legislation advice, audit and implementation of correct action plans for all non conformances identified. Duties - Environmental Compliance Management (15%) Manage environmental compliance, including conducting reviews, to ensure business units are fully compliant with relevant environmental requirements. Manage the creation, continuous development, delivery, assessment of learning outcomes and performance reporting of engaging, innovative environmental training and learning. Undertake assessments of new technology to produce feasibility studies to support STERIS IMS's drive to support the NHS's Net Zero goal. Prepare and implement communications based upon existing, new and/or revisions to existing environmental regulations of the country(s) in which the businesses operate. As appropriate, support Corporate Responsibility Initiatives (CSR and ESG) that may be voluntarily subscribed to by STERIS. Coordinate environmental compliance tasks. Required Experience Ability to work well in a team environment. Ability to work independently. Strong people management and leadership skills, including facilitation, training and mentoring skills. Strong interpersonal and influencing skills with ability to manage site level, regional operational and senior management relationships. Working knowledge of Safety and Health Management Systems (ISO 45001), Environmental Management Systems (ISO 14001). Ability to develop and deliver effective training. Highly effective communication skills; written and oral. Confident with the use of IT systems, e learning platforms and software. Understanding of applicable computer systems, such as Microsoft Office, SharePoint, databases, and function specific software. Preferred Experience None specified. Job Category Health, Safety & Environment Job Segment Infection Control, Patient Care, Testing, Industrial Hygiene, Risk Management, Healthcare, Technology, Engineering, Finance Equal Opportunity Employer STERIS strives to be an Equal Opportunity Employer. Legal Statement We are legally required to state that we provide equal opportunity employment, as mandated by applicable laws.
HOW WILL YOU MAKE A DIFFERENCE About you: Do you want to spend your working time making a difference in the world around you? Are you motivated by impactful work? Do you have a passion for excellent communication, cross functional working, and possess strong multi site and leadership experience? If so, then a career with STERIS in our Health and Safety team could be a great fit for you. About Us At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE. Role Overview We are currently recruiting for a Senior Manager, Regional Health Safety & Environment. This is an excellent opportunity to join us at an influential level in a division that drives the business forwards through providing a best in class Health and Safety service to our business. WHAT YOU WILL DO The Senior Manager, Regional Health Safety & Environment is responsible for developing and providing support for the implementation of Health, Safety and Environment management systems for the IMS - EMEA Instrument Processing and Device Repair operations and other business segments as required by Corporate HSE. Other business segments may include, but are not limited to, Commercial Sales, Healthcare IPT Manufacturing Operations, IPS Device Repair and Surgical Solutions. This position will drive and lead sustainability for health, safety and the environment for our customers, employees and the surrounding communities. The individual will be an integral team member of the Regional and Corporate HSE teams and STERIS business groups, to implement "best practices" for STERIS employees. The path forward consistently requires the attainment and sustainment of the STERIS World Class Safety Excellence for all employees. Duties - Health, Safety and Environmental Management (85%) Contribute to the development of and support the effective implementation of the Corporate and Regional HSE strategy, participating in the regular review of the strategy and its implementation. Provide HSE leadership, support and guidance to the designated business units and field based teams to achieve HSE compliance and objectives. Manage the regional IMS Instrument Processing and Device Repair HSE team to ensure the effective delivery of the HSE strategy and objectives. Manage the regional development, implementation and ongoing review of documented HSE management systems, including policies, procedures, safe working instructions, guidance, information and HSE updates to address relevant business unit needs. Develop, monitor and maintain HSE Management Systems that are equivalent and aligned to the ISO 45001 and 14001 management standards. Identify gaps and potential improvements in HSE management systems, developing and implementing actions to eliminate gaps. Manage the Regional development, implementation and ongoing review of documented HSE training material both Learning on STERIS U and face to face practical training to address relevant business unit needs. Ensure that regional training and development needs are identified and met through the provision of a comprehensive blended training curriculum, training systems and tools. Ensure alignment and implementation of the STERIS Bloodborne Pathogen Immunisation program. Work as part of a cross functional team to ensure Occupational Health providers understand STERIS requirements for immunisation, return to work and accident investigation. Drive continuous improvement, engineer solutions to occupational exposures and deliver strong results from behaviour based processes. Implement, in collaboration with the STERIS Occupational Health and Industrial Hygiene, a national exposure monitoring program for identified exposure risks (PAA, noise, inhalable and chemical exposure). Manage the development, completion and ongoing review of risk and COSHH assessments, advising on the suitability and application of risk control measures, identifying and reporting on inadequately controlled risks and non compliance with statutory or internal non compliance. Provide oversight and guidance on incidents, injury reporting & investigation for relevant business units, ensuring that all injuries, incidents and near misses are reported and investigated in accordance with STERIS policy. Introduce the scorecard to drive improvements in the quality of Navigator incident reports - target right first time. Support collection & analysis of HSE performance data, HSE metrics, identifying areas of concern and reporting performance through dashboards and other means to ensure appropriate actions. Collaborate with members of the HSE Council to deliver automated dashboards and better quality data analytics to aid the whole business in trend reviews. Develop, train and support the IMSEMEA's central and site safety committees. Monitor and report on training completion, performance and compliance, using feedback to identify opportunities for improvement. Lead on effective HSE communication using monthly safety calls, internal intranet, newsletters, internal publications and other engagement initiatives to improve employee awareness, competency and safety performance. Oversee the IMS EMEA and Device Repair HSE self assessment and audit programme, conduct audits/reviews and report on audit findings, making recommendations for corrective actions. Use Lean methodology to drive improvements in Safety and Environmental programmes. Engage with and build working partnerships with other support services (Training, Quality, CI & Facilities) to eliminate silo working and drive productivity for all HSE initiatives. Undertake Lean Leadership training and align all team members with CI training to ensure all aspects of HSE and CI work collaboratively. Maintain knowledge & awareness of regional HSE legislation and emerging risks, reporting changes that may impact the business and supporting the development of effective response strategies. Support allocated major project works and acquisition/integration activities, ensuring that consistent regional HSE standards are adopted and implemented. Manage the development, implementation and testing of robust emergency, contingency, business continuity and disaster recovery plans. Coach and support continual development of the regional HSE team, ensuring concentrating on technical and soft skills. Supporting Medisafe, IMS repairs (Northampton), DanMed, IPT, Surgical Solutions with regional and local legislation advice, audit and implementation of correct action plans for all non conformances identified. Duties - Environmental Compliance Management (15%) Manage environmental compliance, including conducting reviews, to ensure business units are fully compliant with relevant environmental requirements. Manage the creation, continuous development, delivery, assessment of learning outcomes and performance reporting of engaging, innovative environmental training and learning. Undertake assessments of new technology to produce feasibility studies to support STERIS IMS's drive to support the NHS's Net Zero goal. Prepare and implement communications based upon existing, new and/or revisions to existing environmental regulations of the country(s) in which the businesses operate. As appropriate, support Corporate Responsibility Initiatives (CSR and ESG) that may be voluntarily subscribed to by STERIS. Coordinate environmental compliance tasks. Required Experience Ability to work well in a team environment. Ability to work independently. Strong people management and leadership skills, including facilitation, training and mentoring skills. Strong interpersonal and influencing skills with ability to manage site level, regional operational and senior management relationships. Working knowledge of Safety and Health Management Systems (ISO 45001), Environmental Management Systems (ISO 14001). Ability to develop and deliver effective training. Highly effective communication skills; written and oral. Confident with the use of IT systems, e learning platforms and software. Understanding of applicable computer systems, such as Microsoft Office, SharePoint, databases, and function specific software. Preferred Experience None specified. Job Category Health, Safety & Environment Job Segment Infection Control, Patient Care, Testing, Industrial Hygiene, Risk Management, Healthcare, Technology, Engineering, Finance Equal Opportunity Employer STERIS strives to be an Equal Opportunity Employer. Legal Statement We are legally required to state that we provide equal opportunity employment, as mandated by applicable laws.