Advanced Engineering Specialist

Position Summary

As an Advanced Engineering Specialist you will act as a liaison between Service Engineering and the Healthcare Equipment Services organization. You will provide technical leadership, guidance and high-end technical care to Healthcare Equipment Service associates in resolving service issues. Our Advanced Engineering Specialists are also a critical resource of retained product knowledge and expertise supporting engineers with less STERIS product knowledge.

You will enhance service delivery and Customer satisfaction by providing high-level technical support in the performance of installations, preventive maintenance, troubleshooting and repair, and connectivity-related services offered across all Healthcare equipment. You may provide support virtually via Microsoft Teams. You will work closely with Service Engineering staff to implement appropriate documentation and service improvement ideas identified through the course of performing technical support. This pertains to the creation of automated insights, from both a design and delivery aspect.

This is a fully remote role.

What You'll do as an Advanced Engineering Specialist

• Work with internal cycle modeling tools developed by the machine data team to support expanding insight development efforts.
• Act as a tier two escalation point for Technical and Product Support Specialists responding to Technical Care and part identification for inbound requests from online sources, incoming phone calls and other departments for internal and external customers.  Monitor and record incoming support requests and collaborate with department personnel to enable the group to achieve targeted service levels. 
• Responsible for ownership of support requests and guidance through a standardized process of remote support towards resolution including hand off to team members for on-site support.
• Provide technical guidance on operation of equipment cycle parameters and machine data responses to service activities to drive remote analysis of equipment health.
• Initiate troubleshooting and service procedure content authoring and creation using Freshdesk, Titania and PLM.
• Manage cost, reliability and availability KPIs for assigned product range.
• Provide mentoring and product history support to Field Service Engineers.
• Represent Equipment Service to manufacturing in addressing manufacturing defects in an Install Escalation system.
• Support initiatives around connectivity troubleshooting by investigating machine data of equipment having the lowest Customer experience and costliest to STERIS, reaching out to a field technician when a service recommendation can be made.
• Analyze machine data in real time around service requests and alarms on connected equipment, reaching out to the field technician when service recommendations can be made.
• Provide top tier troubleshooting for escalations from technical support.
• Provide remote support to Field Service Engineers identifying special spare part requirements and recommends revisions to corresponding service documentation (Install checklists, PMCL’s, calibration procedures, etc.).
• Assist the Field Service Engineer in the understanding the process of standard service activities (PM, Installation, field repairs, etc.) as necessary.

The Experience, Skills and Abilities Needed

Required:

• Bachelor's degree and minimum 2 years mechanical or electrical engineering or repair.
• Minimum 10 years experience working with STERIS steam sterilizers or smiliar equipment accepted in lieu of degree.

Preferred:

• Experience in maintenance, troubleshooting and repair of STERIS-specific equipment preferred.
• Experience in the execution of equipment qualification services (start up checklists) preferred.
• Practical experience in the service and repair of both electronic and electromechanical equipment preferred. 
• Customer interface technical/service experience preferred. 

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:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental, and Vision benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity & Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career