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Job Title:  Manager, Customer Technical Support & Implementation (Remote)

Req ID:  33154
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.

Position Summary

This is a FULLY REMOTE position. 

The Manager of Customer Technical Support and implementations oversees a growing team of 8-15 Technical Support Specialists (Tier 1 through 3) who support Customers using the STERIS Sterile Processing Workflow software suite.  The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs. 


  • Manages Technical Support team supporting Client Services 
    • Coordinates team activities to ensure resources are available to meet needs
    • Assigns projects, follow up and escalations to maximize team efficiency
    • Identifies improvement opportunities
    • Coordinates with other teams to ensure Customer satisfaction and operational efficiency
    • Supervises team members to achieve their individual goals and objectives
  • Provides ultimate escalation for critical or sensitive issues or Customers 
    • Oversee follow up and resolution for escalated issues
    • Communicates with key business leaders about Customer satisfaction issues
    • Work with Customers on high-risk/high-profile issues

Duties - cont'd

  • Equips team to accomplish work efficiently and effectively 
    • Writes, reviews and updates processes, procedures, and work instructions
    • Monitors work done by team and ensures quality of outcomes
    • Reports out on metrics of team performance
    • Ensures complete documentation of project and incident work
  • General software support and knowledge base 
    • Manages direct support knowledge base
    • Participates in testing of software
    • Reports software defects and identifies opportunities for improvement


Education Degree

    Required Experience

    • BS in computer science or closely related field.
    • 5+ years of progressive experience working in technical support of computers, network, applications, etc 
    • 1+ years in a supervisory or mentoring role.
    • Familiarity with programming in Visual Basic, C# or other language
    • Proficient in MS SQL Server
    • Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
    • The ability to diagnose hardware repairs on computers and equipment.
    • Excellent written and verbal communication skills
    • Strong problem solving and analytical skills
    • Excellent attention to detail
    • ITIL and/or PMP certifications are a plus but not required.


    Preferred Experience



    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.

    If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

    STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

    The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

    Req ID:  33154
    Job Category:  Customer Operations/Customer Support

    Mentor, OH, US, 44060

    Nearest Major Market: Cleveland
    Nearest Secondary Market: Akron

    Job Segment: Technical Support, Information Technology, IT Manager, Sterile Processing, Developer, Technology, Healthcare