Job Description

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.

Position Summary

The Product Support Specialist I- Capital Equipment provides enterprise level technical support to Customer, Partners and the Field Service Team for moderately complex and escalated issues.  This role drives complete resolution to complex issues assessment of need for further escalation to PSS II team as part of a tiered intake and resolution team.  As product expert with significant product knowledge, this role is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience. The Specialist will be called at times of critical Customers issues with no apparent method or ability from tech support team to resolve capital equipment issues. They must manage the situation to de-escalate the situation while resolving the issue(s) or ensuring smooth hand off to appropriate team member.

The specialist leverages remote diagnostics, their expert experience with the products and in-depth understanding of the theory of their  operation/safety hazards for the products and  troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting and corrective maintenance advice related to complex controls, electrical, mechanical, piping and electronics issues. 

Duties

• Act as the front line interface to Technical Support team as an escalation point, with Field Service Representatives, Specialists and Customers as it relates to complex and escalated technical troubleshooting. Assists with the development of support strategy and reports on the status of the repair as required. 
• Provides expert level technical support and expertise on a broad range of STERIS capital equipment products, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer or hardware systems.
• Troubleshoots capital products, documents all critical failures in real time, independently develops solutions and initiates corrective action for high level issues while working directly working with field technicians, sales associates and/or customers to prevent future issues. 
• Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools, including working with cross functional stakeholders in timely effective manner.
• Identify areas of opportunity to improve the overall Employee and Customer experience. Offer’s alternative solutions where appropriate with the objective of developing Customer loyalty.
• Collects and assesses complex engineering data to determine opportunities for all STERIS product and process improvement.
• Partners with Technical Support and Product Support Specialist II to identify trends and issues that require resolution or feedback to engineering and technical training teams.
• Assist in the development and enhancements to service procedures as a result of thorough analysis and technical problem solving by collecting, assessing engineering data to determine opportunity for improvement. 
  • Initiates new capital equipment maintenance manual updates to be released for use by STERIS Customers.
  • Subject matter expert for the creation of new job aids (flow-charts, videos, 3D animations, etc)
  • Collect & analyze data for root cause problem solving of complex problems.
  • Assist in the development of implementation plans for corrective actions.
• Participates in regular product and computer skills update and new product release training to maintain and enhance technical support skills.
• Perform initial review of technical documentation and association of Product, Problem, Resolution & parts for service data bases.
• Develop service kits and qualify service replacement parts.
• May be needed to travel to a site to resolve a complex issue.
• Key contributors to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed.
  

Required Experience

• Associate’s degree or equivalent and at least five (5) years related experience servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.); prior experience as a FSR, Technical Specialists or relatedfield equipment equivalent is preferred.
• Demonstrated advanced technical problem solving and collaboration skills coupled with extraordinary Customer experience skills.
• Proven aptitude in managing multiple task in a fast-paced, dynamic environment while meeting critical SLA’s.

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What STERIS Offers:

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid-time off, holidays, matching 401(k), annual merit, and incentive plans.  Join us and help write our next chapter.

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, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047 . This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

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