Job Title:  Equipment Service Technician II

Position Summary

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 EST provides 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 and requirements, aid in troubleshooting issues and improve the overall Customer experience, including participating in continuous improvement projects and new product/technology launch rollout. 

Individuals with experience working in HVAC repair, Mechanics, Maintenance, Refrigeration, Boilers, Chillers, Equipment Repair, Diesel and Automotive Repair, Aviation Repair, Plumbing, Electrical, etc. are often successful.  

Technical Professional, Compliance-Regulatory and Continuous Improvement – 50% 

Customer Focus & Retention – 30%  

Customer Growth – 20% 

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: Texas

What You Will Do

Drive 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. Understand and anticipates Customer’s expectations of service. Using that knowledge, provide superior service. 

Establish and maintain strong, positive, collaborative relationships with Customers, managers, and internal stakeholders (technical support & engineering) and the sales counterparts. 

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.      

Drive workplace safety culture through training and experience with the team. 

Awareness and adherence to regulatory and compliance standards of industry by successfully completing required company qualification training. Stays current and complies with quality management system, policy and goals. Identify and report any and all Customer quality or compliance concerns immediately to leadership, service engineering and Quality. 

Manages STERIS assets utilizing electronic inventory management platform to maintain inventory, tools, personal protective equipment, vehicle, etc. to prescribed levels.  

Conducts inventory reconciliation periodically.  

Maintain calibrated tools within calibration dates through managed exchange program. 

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. 

Perform preventative and corrective maintenance procedures on STERIS 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.).  

Advanced troubleshooting, repairs, and maintenance of STERIS and competitive equipment, systems and components. 

Empowered to search out opportunities, quote and close service opportunities with Customers on service offerings within their Customer accounts. 

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. 

What Is Required

High School Diploma or GED with minimum of 6 years of progressive work experience, including 3 years mechanical/technical directly related experience (mechanical, electrical, plumbing, HVAC, automotive etc.) *  

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

Successful in achieving ESS 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. 

Must be able to be compliant with hospital/Customer credentialing requirements.