Specialty Services Technician

Position Summary

The Specialty Services Technician acts as Trusted Advisor to STERIS Customers in service of cleaning sterilizer equipment as part of a high performing team. The Technician drives an exceptional Customer experience by providing on-site cleaning services, troubleshooting, repair and simple maintenance on complex mechanical, electro-mechanical and electronic units in a high stress healthcare environment. The Technician pro-actively interacts and communicates concerns, updates, repairs, and service enhancement opportunities with Customers, Field Service partners and contract administration team. This position utilizes advanced technology to complete administrative requirements, aid in troubleshooting equipment issues and improve the overall Customer experience in a highly regulated healthcare environment under limited supervision (non-regular business hours). Additionally, the Technician’s will identify and recommend products and service enhancements.

This role includes frequent travel (50%) high flexibility and sound decision making to ensure optimal Customer equipment uptime and operations. Successful incumbents effectively promote STERIS brand and drive revenue growth and Customer retention through identifying and recommending products and services to Customers.

Duties

Customer Focus, Growth & Retention:

• Accountable for Customer satisfaction as a first point of contact through pro-active, professional communication and commitment to resolving Customer’s issues/problems expediently. Learns and understand Customer's expectations of service as obtained through training curriculum.
• Communicates effectively and proactively with Customers on preventative cleaning needs, and associated scheduling and equipment details (arrival, service status, completion, next steps). Establishes and maintains rapport with the Customer and other key decision makers to promote Sterilizer services. Utilize customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.
• Identifies and address Customer’s issues/problems and respond to routine Customer and sales/service leadership requests to optimize Customer support and growth in collaboration with field and sales teams as needed. Manages Customer expectations to ensure positive outcomes.
• With management support, build relationships with field and Sales teams to drive Customer experience and revenue opportunities. Learns to identify sales opportunities in assigned territory, and builds competency to be a trusted advisor, communicate leads to management.  Acts as a professional, positive representative of the STERIS brand at Customer sites.
• Maintains positive communications with field leadership and technicians to advise of activity/changes that impact Customer and escalates issues with urgency.

Duties - cont'd

Equipment Cleaning, Compliance-Regulatory and Continuous Improvement:

• Perform sterilizer cleaning function including changing required chemical ingredients; making appropriate adjustments to necessary chemicals; monitoring the cleaning process; maintaining appropriate pressures; maintaining and repairing the chamber cleaning equipment; handle, transport, and dispose of chemicals used in chamber cleaning according to safety protocols.
• Work closely with the Scheduling Team, Supervisor and Customer to plan efficient service routes within assigned territory, and adhere to all coverage, and service standards.  
• Troubleshoot and consult proper contact for any observed issues with equipment and systems components.
• Utilize technology (smart phone, computer, and related software and applications) to perform administrative duties to ensure effective planning, utilization, and required documentation/reporting completion. Owns effective schedule planning to optimize productivity and reduce downtime.   
• Complete service reports and activities on-site; maintain on-site Customer Service Logs according to STERIS procedures; and maintain tools, supplies and parts inventory.
• Completes all required training and may support mentoring and training support of new hires.
• Responsible for Company vehicle, equipment and tools, including appropriate maintenance and escalation of issues for safe, effective operation.
• Acquire and maintain all updates for Vendor Credentialing for hospitals that they will be performing service.
• Drives company vehicle to/from customer premises, maintains appropriate vehicle checklist to ensure safety and cleanliness.
• High performing Sterilizer Chamber Cleaning Technicians may be cross-trained and perform or provide basic support to Field Service teams, including non-complex equipment preventative maintenance (PM) or installation work to support Customer scheduling needs and build foundational skills for future FSR/Install roles.

What is Required:

• High School Diploma or GED
• 3 years of work experience with 1 year of technical or Service-related work experience and interaction with Customers required (mechanical, electrical, plumbing, HVAC, construction, automotive etc.).
  • Associates degree or related certifications or military experience may be considered towards minimum years of work experience.
• Field Service experience preferred.
• Technical ability and experience required.
• Possesses knowledge of preventative maintenance and the ability to communicate inspection, repair, and handling to the Customer.
• Minimum of one year experience and demonstrated proficiency working with technology including basic computer skills (email, internet, Microsoft Office), smart phones and devices.
• Valid driver's license is required.