Job Title:  Field Service Representative I

Position Summary

Are you mechanically inclined with a knack for hands-on work? Do you enjoy a flexible schedule and working independently, but also have the support of a team? The Field Service Representative is a remote based Customer facing employee, primarily working inside hospitals. You will be responsible for troubleshooting and repairing medical equipment used in surgical procedures, as well as providing installation support on complex mechanical, electro mechanical and electronic units. This is a high travel/commute role with significant driving and likely overnight stays.

What does travel look like?

You will be required to travel within a designated territory via company car with some air travel. Travel will include day trips, overnight trips, up to a week at a time. Your typical hours will vary depending on Customer needs.

Duties

• Drive Customer satisfaction through pro-active communication and commitment to resolving Customer’s issues/problems expediently. 
• Perform preventive and corrective maintenance required on STERIS and related product lines in a safe and efficient manner. This includes: disassembling, replacing, or repairing defective parts; rewiring or reassembling as required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by using standard and specialized tools and test equipment (i.e., schematics, diagrams, technical manuals, etc).
• Troubleshoot, repair, modify, overhaul, or refurbish standard and special purpose equipment and systems components. 
• Ensure a positive Customer experience by providing timely PM performance, service calls, warranty calls, field upgrade programs, etc. Perform minor installations as required. 
• Utilize technology (smart phone, computer, and related software and applications) to perform administrative duties as assigned to ensure effective planning, utilization, and required document completion. This includes, but is not limited to: planning daily and weekly schedule to achieve optimum utilization; communicate effectively with internal and external Customers; troubleshoot equipment, improve productivity, learn new technologies; complete service reports and activities on-site; maintain on-site Customer Service Logs/Total Maintenance Care books according to STERIS procedures; and maintain tools and parts inventory to prescribed levels as required by District Service Manager.

Duties Continued

• Maintain a working relationship with the District Service Manager to advise of activity/changes related to sales opportunities in assigned territory.
• Establish and maintain effective, communicative relationships with Customers, managers, support functions and the sales organization. Communicate activities to Customers related to scheduling Preventative Maintenance and estimated time of arrival for unscheduled work. Pro-actively respond to and resolve Customer problems/issues. Utilize provided product and industry knowledge to assure Customer’s expectations of service are exceeded. Actively seek continuing education opportunities.
• Increase company growth through identifying sales opportunities, and recommending STERIS products/services to Customers. Communicate leads to management and sales staff. Be a positive ambassador for STERIS at Customer sites.
• Respond to routine Customer and sales questions regarding equipment operation and performance. At the District Service Manager’s discretion, provide on-site support to the sales organization, limited to identifying opportunities, sizing, and utility requirements. 
• Maintain courteous and professional demeanor when working with Customers, contractors, management, and fellow employees. Utilize Customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.
• Other duties as assigned.

Required Experience

Education/License Requirements

• Associate or Bachelor degree in electronics, mechanical or similar discipline, plus one to two years of related experience strongly preferred. 
• High School Diploma or GED with minimally two years’ relevant experience required. 

Experience/Skills Requirements

• Excellent interpersonal and Customer communication skills.
• Strong technical and troubleshooting skills
• Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers. 
• Demonstrated proficiency with computers and Windows software. Proficiency with web technologies and navigating internet/intranet sites. 
• Strong organizational and problem-solving skills 
• Ability to work independently without supervision.
• Flexibility to handle multiple and changing priorities.
• Ability to work flexible hours, sometimes outside “normal business hours” and travel as required.
• The Scientific Division requires general knowledge of GMPs (Good Manufacturing Practices) and GLPs (Good Laboratory Practices)
• Valid driver’s license.