Job Title:  Senior Service Engineer

Position Summary

This role is open to a hybrid work schedule based at the global headquarters in Mentor, OH.

The Senior Service Engineer is an Engineer with advanced product, clinical, and technical expertise and demonstrated proficiency in assigned essential job functions and areas of product focus.  As a Senior Service Engineer your primary responsibilities include; serviceability and reliability reviews, service documentation development, on-site Customer critical troubleshooting/technical support on a focused product line, new product development support and initial product training to technical support personnel and service trainers. You will resolve internal and external customer technical support issues on all STERIS brand Healthcare products and complete all necessary steps to ensure correct information is provided and technical issue is resolved. 
 

Duties

• Represent the service team on all new product development projects.  Requirements include: design reviews for serviceability/reliability, service plan generation, service documentation and procedure development, defining service parts, outlining service training, managing the beta program, supporting the product launch and tracking equipment performance.  May include some design work under the direction of R&D.
• Acts as an escalation point for resolution of complex technical or clinical issues within assigned product line.  Provides technical and product support to technical support personnel, field service associates, sales associates and customers.
• Works with local service team and technical support to determine the right resources to resolve issues.
• Up to 35% field travel to provide onsite technical support, field test support, field training and R&D project support. International travel may be required.
• Analyze product issues as well as technical and clinical knowledge gaps to create training, documentation and tools to help our field service and technical support teams resolve issues.
• Interface with Regulatory and Quality Control to define and assist in the implementation of product upgrades, enhancements and service procedures.
• Troubleshoot and analyze technical problems and clinical application issues. Resolve immediate issues and implement changes to prevent future problems. Interface directly with internal and external senior leadership team on technical issues.
• Assists with review and recommends to appropriate engineering associate’s changes to maintenance manuals, engineering drawings, and other service support reference guides/documentation.
• Provide initial product training to Technical Care, Service Trainers, and Field Technicians. Coordinate the transition of training responsibilities to the Training Department and the transition of product support responsibility to the Technical Support group.
• Provide qualification/testing documentation and support for design modifications. 
• Responsible for informing service force of product changes, parts substitutions, and maintenance modifications.
• Provides technical and part identification support to STERIS internal and external customers on all brands and models of STERIS products, past and present. Includes sales, service and operational support.. 
• Provides on-call, after hours technical support to internal and external customers when required. 
• Provides periodic product specific and technical skill training to department associates as required. 

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Required Experience

• Bachelor’s degree in engineering or related field.
• Minimum of eight (8) years’ work experience.
• Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills. 
• Demonstrated IT, AV, mechanical, electrical and computer troubleshooting skills. 
• Demonstrated excellent organization, oral and written communications skills. Excellent punctuality and attendance. 
• Must be flexible in working holidays and other shifts as needed. 

Preferred Experience

• STERIS Healthcare product lines. 
• Engineering drawings, drafting work, wiring schematics.
• Steam and air generation, distribution, applications, and utility system components.
• Water sources, distribution, applications, and utility system components.

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.