Commercial Manager - Medical Tubing & Filtration

WHY DO WE NEED YOU?

The Commercial Manager is responsible for leading the commercial activities for North American customers primarily purchasing tubing within the Medical Business Unit. This includes sales and business development within existing accounts, account management for small and medium tubing customers, and serving as the primary point of contact for customer service escalations. The core purpose of the role is to proactively manage and grow the customer portfolio by ensuring a high standard of service delivery, strengthening customer loyalty, and driving revenue growth.

A critical aspect of this position is ensuring that Medical BU customers continue to receive an exceptional level of service at shared sites where the Medical business is not the primary focus. To achieve this, the Commercial Manager acts as the escalation point, building strong relationships and credibility with Customer Service Representatives (CSRs) and operational teams who may not report directly into the Medical BU.

By cultivating trust, providing guidance, and elevating the knowledge of CSRs supporting Medical customers, the Commercial Manager enhances cross-site collaboration and ensures these teams are better equipped to understand the unique requirements of the medical device industry and its processes.

The role's responsibilities are balanced between business development (approximately 35%) and day-to-day account and service management (approximately 65%). Working closely with Life Sciences Customer Service Managers and Directors across shared sites, the Commercial Manager identifies opportunities to reduce churn, improve service delivery, and execute robust customer journey road maps. These initiatives are designed to strengthen customer satisfaction, deepen engagement, and drive sustainable growth.

The Commercial Manager also supports as needed the coordination of order fulfillment in partnership with the SIOP manager, issue resolution, change management, and proactive communication, ensuring alignment to Medical BU standards and business objectives. Ultimately, this position serves as a trusted partner to both customers and internal teams across U.S. tubing sites (Taunton, Portage, Akron, Beaverton, Mickleton and Clearwater), helping the Medical BU deliver on its commitments and achieve its long-term growth ambitions.

This position reports directly to the Business Director for Tubing & Filtration within the Medical Business Unit.

• BS or BA Management, Marketing, Technical, Engineering, Administration, or other Business-Related degree is required. MBA is preferred.
• 7+ years sales, key account management or customer service experience in a manufacturing or technical environment (within a regulated industry preferred) is required.
• 5+ years of multi-site, multi-region, or global management role with demonstrated ability to influence remotely across multiple sites, regions, and / or countries is required.
• Proven track record of maintaining successful customer relationships. Proven experience leading customer escalation resolution and driving continuous improvement in customer experience.
• Strong interpersonal and communication skills, with proven ability to build credibility and trust across multiple sites and teams. This role is required to be a strong direct influencer building a network of followers across multiple sites creating and sustaining a culture of serving the customer while balancing the business needs. Must have ability to influence within manufacturing sites in a direct and positive manner.
• Ability to adapt to change and manage competing priorities in a fast-paced, matrixed environment.
• Strong presentation and storytelling skills to effectively communicate account strategies, performance, and improvement plans
• Strong negotiation and conflict resolution skills, with the ability to align stakeholders around shared goals
• Ability to remain composed, decisive, and solutions-focused in high-pressure or rapidly changing environments
• Process knowledge of order fulfillment, change management, and customer service workflows is preferred
• Experience partnering with SIOP / Demand Planning to ensure…