Procedural Service Technician II

Position Summary

Our team of Procedural  Service Technicians build the foundation of trust and exceptional service support. They strive for One Of A Kind experiences as they perform immediate equipment servicing and identify, quote and coordinate service offerings to meet Customer needs.

Successful incumbent demonstrates strong proficiency in the diagnosis, maintenance, repair, and install support of complex mechanical, electro-mechanical and electronic units primarily in a hospital environment. Under a highly regulated, time-sensitive environment, the SST povides Customers with pricing and options, and engage sales/field leadership to effectively support equipment performance, expand Customer partnerships and achieve revenue growth. Our technicians focus on clear, proactive communications during all service phases to optimize Customer operations, including Customer and newly hired technician education as needed. They demonstrate high adaptability and sound judgement to changing needs and demands. 

This role utilizes advanced technology platforms to perform compliance/regulatory & requirements, aid in troubleshooting issues and improve the overall Customer experience, including participating in continuous improvement projects and new product/technology launch rollout.

Successful incumbent demonstrates credibility, enhanced skills and limited decision-making authority as the Trusted Advisor to STERIS Customers in maintenance and procurement of medical devices and consumable products as part of a high performing team.

Duties

Customer Focus & Retention – 30%

1. Drives Customer satisfaction as a primary relationship partner through pro-active, professional communication and commitment to resolving common and some complex Customer’s issues/problems expediently. Understands and anticipates Customer’s expectations of service. Using that knowledge, provides superior service.
2. Establish and maintain strong, positive, collaborative relationships with Customers, managers, and internal stakeholders (technical support & engineering) and the sales counterparts.
3. Communicate real time updates to keep appropriate internal parties informed of issues and their status.
4. Communicate activities to Customers related to scheduling Preventative Maintenance and Service Repairs and estimated time of arrival. Keep Customers informed of work being performed, delays and when repairs are completed.    
5. 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. Maintain vendor credentialing in accounts as needed.

Duties - cont'd

Customer Growth – 30%

1. Empowered to search out opportunities, quote and close service opportunities with Customers on service offerings within their Customer accounts.
2. Independently builds strong relationships with Sales, drive Customer experience and revenue opportunities. Identify sales opportunities within the district and builds credibility as trusted advisor with Customers. Communicate leads to management and sales staff. Quote and follow up tenaciously on service opportunities that benefit Customers.
3. Respond to challenging Customer and sales questions regarding equipment operation and performance; initiates a plan of action. Utilizes good judgment and leverages an extensive network of STERIS internal partners for support when needed.
4. Participates in key Customer meetings with Sales, Project Design Managers, Installation Project Managers, etc. acting as a subject matter expert and/or knowledgeable Customer site Service lead for their Customer accounts.

Duties - cont'd

Technical Professional, Compliance-Regulatory and Continuous Improvement – 40%

1. Drive workplace safety culture through training and experience with the team.
2. Manages STERIS assets utilizing electronic inventory management platform to maintain inventory, tools, personal protective equipment, vehicle, etc. to prescribed levels.
3. Conducts inventory reconciliation periodically.
4. Maintain calibrated tools within calibration dates through managed exchange program.
5. Demonstrate intermediate to advanced understanding and implementation of Lean practices and principles to drive efficiency, productivity, and quality. Participate in continuous improvement activities with a focus on Lean standards. Identify and appropriately escalate waste in process and/or product quality gaps. Determine root cause and countermeasures to avoid repeat errors or failures. Share continuous improvement learnings and best practices.
6. Perform preventative and corrective maintenance procedures on STERIS Surgical equipment and similar products 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.).
7. Share solutions and best practices with the Service organization.
8. Advanced troubleshooting, repairs, and maintenance of STERIS Surgical and ORI  equipment, systems and components.
9. Manages time effectively by prioritizing Customer and business needs and schedules autonomously to complete schedule Preventive Maintenance work, service calls, warranty calls, field upgrade programs, etc. Perform or support installations including planning and execution of startups and turn-installs. opportunities.
10. Onboards and provides guidance and assistance to entry-level technicians. May serve as a mentor during initial sponsor period, providing position-based field training and conducting qualification checks.
11. Other duties as assigned.

Required Experience

• High School Diploma or GED with minimum of 6 years of progressive work experience, including 3 years mechanical/technical directly related experience (mechanical, electrical, , HVAC, automotive, IT etc.) *
• Successful in achieving SST I training and promotional requirements.
• Demonstrated skills in identifying and recommending/quoting Customer solutions using approved process/tools and professional judgement.  
• Effective written and verbal communication skills.
• Effective Customer and team engagement skills (Agile). Adaptable, open to diverse views and demonstrates respect and collaboration.  
• Ability to establish effective home office environment (High Speed internet, conducive working space, secure company owned equipment and info).
• Basic computer skills (MS windows/email, navigation, mobile app, data input into multi systems).
• Ability to work flexible hours, sometimes outside “normal business hours” and overnight travel.
• Valid driver’s license and the ability pass all required background and physical assessment elements to obtain & maintain existing and new vendor credentialing requirements.

*Associates degree or related certifications in technical/mechanical area, competitive equipment training or related military experience may be considered towards technical experience requirement.  

Preferred Experience

• Demonstrated leaderships skills and initiative.
• Advanced mechanical and tool skills (e.g.  Electrical, Pneumatics, Hydraulics, AV , and Electronics knowledge).
• Strong proficiency in utilizing and navigating business systems, and early adoption of new tools and resources.
• Proven self-starter in managing work, taking initiative and continuous learning.