Job Title:  HYBRID Technical Support Specialist - Software

Position Summary

The Technical Support Specialist- Software Integration provides technical support to Customers, Partners and the Field Service Team to drive complete resolution of first responder and moderately complex issues, along with providing Part Identification assistance.  He or she is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience.  They must manage the situation to de-escalate the situation while resolving the issue(s).  

Duties

Technical Support- 90%

• Provides technical support and expertise on a broad range of STERIS products, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer, or hardware systems. Assists others on-site (Customer) troubleshooting/technical support as required.
• Helps remotely support installation and software upgrade issues
• Troubleshoots STERIS products, documents all critical failures in real time, independently develops solutions and initiates corrective action for issues while working directly working with field technicians, sales associates and/or customers to prevent future issues.
• Provides periodic assigned on-call, after hour’s technical support to internal and external customers as needed.
• Act as the front-line interface for Field Service Representatives, Specialists and Customers as it relates to technical troubleshooting. Assists with the development of support strategy and reports on the status of the repair as required.
• Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools
• Maintain equipment-related technical proficiency.
• Identify areas of opportunity to improve the overall Employee and Customer experience. Offer’s alternative solutions where appropriate with the objective of developing Customer loyalty.
• Handles RMA requests, and associated administrative work to repair or replace Customer Equipment
• Basic case management and documentation of service requests for issue handoffs and escalations
• Types of issues handled: password resets, VPN connection failures, software resets, troubleshooting failure to the source (hardware, software, cabling or network).  Identifying and solving known issues that are in the manual or knowledge management system.

Duties - cont'd

Ongoing support training – 10%

• Maintains product knowledge. technical support reference material and assists with review, recommending changes to maintenance manuals, engineering drawings, and other service support reference guides & documentation for all current and non-current STERIS Operating Room Integration (ORI) products.
• Occasionally contributes in validation qualification and serviceability review of new and old STERIS Operating Room Integration (ORI) software and hardware products.
• Travel to customer sites when required to assist in field activity (less than 5% of the time).

Required Experience

• High school diploma or equivalent with 4 years of experience in servicing one or more fields: IT, Networking, Audio/Video, and computer troubleshooting
• Associate’s degree with 2 years of experience in servicing one or more fields: IT, Networking, Audio/Video, and computer troubleshooting
• Bachelor’s degree with 1 year of experience in servicing one or more fields: IT, Networking, Audio/Video, and computer troubleshooting

Skills Required

• Demonstrated knowledge and experience in IT, Networking, Audio Video technologies and computer troubleshooting.
• Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.
• Demonstrates excellent verbal and written communication, both with internal employees as well as Customers and external vendors.
• Ability to read wiring schematics
• Ability to effectively resolve and communicate technical issues via telephone and email
• Must be available periodically outside of normal working hours

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. #LI-EK1