Customer Repair Support Specialist I

Position Summary

The Customer Repair Support Specialist provides onsite services to Customers within a Market Geography, including analysis of repair trending, inventory management, and Customer Engagement with the intent to reduce or limit the need/number of Device and Instrument repairs and ensure surgical assets are Procedure Ready. This role uses specialized knowledge in instruments and or devices to achieve effective analysis, problem-solving techniques, process evaluations, customer education and delivers value-added activities to drive current contract value and enhance Customer retention and engagement.  This role works cross functionally with sales and operations to identify opportunities and issues and are a part of the account team that delivers solutions to Customers.

This is a remote based customer facing position. To support and service our customers in this assigned territory candidates must be based out of one of the following states: Maryland. 

Duties

Instrument Repair & Maintenance Onsite Support & Education:
•   Reviews and performs basic analysis on repair trending data to identify Customer specific areas of improvement. Recommends and tracks measurable goals in partnership with Customer.
•   Provides analysis of repair trending and solution delivery to assigned facilities, to support cost savings / cost avoidance and compliance plans are in place for effective Customer operations. This includes: 
•    Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc.
•    Direct Care & Handling in-services for OR and SPD/CSS staff as needed.
•    Receive and send out instruments/devices requiring repair and maintenance per contract requirements!
•    Tracking of send/receive repair process to ensure efficient processes (status, readiness) and follow-up. 
•    Ensures instrument/device inspection for maintenances requirements are managed and recorded per compliance and contract requirements.
•    Conducts basic data analysis and implements daily operations of value-added activities that relate directly to service portfolio

Compliance & Professional Development: 
•    Records surgical asset inspection and maintenance activities for Customer compliance.
•    Maintains compliance with established policies and procedures of the Department of Health, JCAHO, OSHA, CDC, AAMI, AORN standards, and Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).
•    Complies with STERIS IMS policies and procedures while also adhering to policies and procedures of facility.
•    Demonstrates ethical, compliant decision making and escalates issues appropriately and timely to leadership and/or internal stakeholders that minimize risk for our Customers and STERIS. 
•    Escalates non-compliance concerns and issues to STERIS IMS leadership regarding regulatory and safety issues.
•    Leads and participates with sales and operations for Customer in-services and educational offerings provided by STERIS IMS in the facility. This includes achieving and maintaining required certifications and skills needed to perform the role per internal and external requirements.
 

Duties - cont'd

•    Establishes positive business relationships and communications with stakeholders as a representative of the STERIS brand.

•    Reviews activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews.

•    Collaborates with Customer perioperative team(s) – Surgical Coordinators, SPD, GI or Specialty Department Managers to plan and implement solutions, which may include specific, measurable goals.

o    Identifies and collaborates to review, report and reset activities as appropriate care and handling processes and drive proactive planning as applicable.

•    Communicates regularly with the STERIS IMS Account Manager and operational and other internal support teams to ensure customer needs are met daily and any issues are resolved promptly.
 

Required Experience

•    HS Diploma and minimum 4 years relevant experience, including minimum of one year of hospital (OR/SPD, Device Repair & Maintenance or related) Other relevant experience may include Customer account management, process management. Related certification or degree completion may be considered toward required years of experience based on business needs.
•    Understanding of medical instrumentation and device repair and maintenance strongly preferred.  
•    Ability to work onsite with healthcare Customers with some flexibility in work hours as needed, with occasional overnight travel as needed to meet Customer and training requirements.
•    Strong professional verbal and written communication skills
•    Demonstrated ability to learn and effectively translate knowledge to meet Customer needs per contract and compliance requirements.  
•    Ability to work in a matrix environment supporting Customers and internal stakeholders, including other STERIS onsite team members assigned to Customer accounts.  Proven collaboration and problem solving.
•    Must be knowledgeable and able to work efficiently within the Microsoft Office suite (including Word and Excel). Must be capable of learning and working efficiently in ERP systems. Must be capable of learning additional software as required.
•    SPD Technician Certification and/or Clinical experience preferred
•    Must be able to be compliant with hospital/customer credentialing requirements

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