Manager of Service Support Ann Arbor, MI

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 KPIs 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:

• Bachelors 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 Businesswomens 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 & Womens Health Health Advocate
Additional/Optional: Supplemental Life Insurance (employee spouse & dependents) Legal Services LTD & STD Critical Illness Insurance Student Loan Tuition Refinance Service

Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race color religion sex national origin age protected veteran status disability or based on status in any other protected group of class.

Please view equal employment opportunity posters provided by OFCCP here.

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Sartorius is part of the solution in the fight against cancer dementia and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application.

We look forward to receiving your application.

you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at

Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race color religion sex national origin age protected veteran status or disability or based on status in any other protected group of class.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at

About Sartorius

Sartorius is part of the solution in the fight against cancer dementia and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster so that new therapeutics can reach patients worldwide.

We look for ambitious team players and creative minds who want to contribute to this goal and advance their careers in a dynamic global environment.

Join our global team and become part of the solution. We are looking forward to receiving your application.
Experience:

Manager