Customer Repair Support Specialist

Summary

As an IMS Customer Repair Support Specialist at STERIS, you provide onsite services to Instrument Management Services (IMS) Customers within a market geography. This includes analysis of repair trending, inventory management, and Customer engagement. Your goal is to reduce or limit the amount of device and instrument repairs to ensure surgical assets are Procedure Ready. You will use specialized knowledge in instruments and/or devices to achieve effective analysis, problem-solving techniques, process evaluations, and Customer education. You will deliver value-added activities to drive current contract value and enhance Customer retention and engagement.  You will work cross functionally with sales and operations to identify opportunities and issues. 

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: New York.

What will you do as a Customer Repair Support Specialist:

• Review and perform basic analysis on repair trending data to identify Customer specific areas of improvement.  
• Provide 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.  
• Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc. 
• Provide Direct Care & Handling in-services for Operating Room and Sterile Processing Department (SPD) staff as needed. 
• Receive and send out instruments or devices requiring repair and maintenance per contract requirements. 
• Track send/receive repair process to ensure efficient processes (status, readiness) and follow-up. 
• Ensure instrument/device inspection for maintenance requirements are managed and recorded per compliance and contract requirements. 
• Establish positive business relationships and communications with Customers (Surgical Coordinators, SPD, GI or Specialty Department Managers) as a representative of the STERIS brand. 
• Review activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews. 
• Identify and collaborate with Customers to review, report and reset activities, such as appropriate care and handling processes, and drive proactive planning as applicable. 
• Communicate regularly with the STERIS IMS Account Manager, Operations, and other internal support teams to ensure Customer needs are met daily and any issues are resolved promptly. 
• Maintain 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). 
• Comply with STERIS IMS policies and procedures while also adhering to those of the facility. 

The Experience, Skills, and Abilities Needed:

• Required 
  • High School diploma 
  • 4 years of relevant experience 
  • 1 year of experience in a hospital environment (operating room, sterile processing department, device repair/maintenance) 
  • Related certification or degree completion may be considered toward required years of experience based on business needs 
  • Must be able to be compliant with hospital/customer credentialing requirements 

• Preferred 
  • Basic understanding of medical instrumentation and device repair and maintenance 
  • Other relevant experience may include Customer account management or process management 

What STERIS Offers:

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. 

Here is just a brief overview of what we offer: 

• Base Salary + Incentive Compensation Program 
• Vehicle Reimbursement Plan (includes monthly stipend + mileage reimbursement) 
• Cell Phone Stipend 
• Robust Training Program 
• Paid Time Off + 9 Corporate Holidays Per Year 
• Excellent Healthcare, Dental, and Vision Benefits 
• Healthcare and Dependent Flexible Spending Accounts 
• Long/Short Term Disability Coverage 
• 401(k) with a Company Match 
• Parental Leave 
• Tuition Reimbursement Program 
• Additional Add-On Benefits/Discounts