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Job Title:  Service Support Administrator

Req ID:  24953
Job Category:  Customer Operations/Customer Support

MENTOR, OH, US, 44060


At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.


Our Service Support Admins assist our Field Service operations, and are based at our HQ's main office in Mentor, Ohio. (This is an on-site role, though it will start remotely/from home due to current pandemic conditions.) The Service Support Administrator’s (SSA) primary responsibility is to provide Administrative support to our Customers and our Field Service Technicians.  Specific duties are to activate, modify and deactivate equipment maintenance agreement entitlements in our Customer resource management system (Siebel), respond to incoming Customer requests, partner to identify support solutions for our District Service Managers, but will expand based upon business needs.    Join us for an opportunity to have a high impact in a dynamic and collaborative environment that ensures accurate and timely critical support for our Customers and field based employees!

What We Offer You:

This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldn’t be where it is today without our incredible, talented 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 offer a comprehensive benefits package, including:
•    Competitive pay
•    Annual merit bonus and incentive plans
•    Training and coaching
•    Medical, vision, dental and life insurance
•    401(k) with a company match
•    Paid vacation time and paid holidays
•    Tuition assistance
•    Opportunities for advancement

What You Will Do:

•    Work as a part of a team to support a dedicated service area, to ensure key performance indicators are met regarding contract renewals, data corrections, and activations.
•    Establish preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize Field Service Technician utilization and Customer satisfaction.
•    Process all requests regarding billing issues and subsequent credits, troubleshoot problem service requests with Field Technicians when information is missing, make data corrections, release service backlog line items, maintain service installation base.
•    Provide exceptional customer service to internal and external customers via phone, email, chat, etc.

What You Need To Be Successful:

•    High School Diploma or GED required.
•    Bachelors Degree preferred. 
•    Minimum 2 years experience in a fast paced, customer service based office setting in an administrative or support capacity.
•    Demonstrated knowledge of various types of contracts and proficiency in creating and maintaining them on a database in addition to understanding legal terms and conditions of contracts and purchase orders strongly preferred.
•    Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel. Experience with service contract software and CRM systems and Oracle/Siebel strongly preferred.
•    Demonstrated effective analytical, organizational, and written and oral communication skills.
•    Demonstrated success at acheiving or exceeding set goals, metrics and KPI's. 
•    Ability to multi-task, and handle multiple service request utilizing advanced prioritization skills.


STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.  

Req ID:  24953
Job Category:  Customer Operations/Customer Support

MENTOR, OH, US, 44060

Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

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