Product Support Specialist I - Capital Equipment

Position Summary

As a Product Support Specialist I you will provide enterprise level technical support to Customer, Partners and the Field Service Team for moderately complex and escalated issues from the Technical Support Specialist team. In this role you will drive complete resolution to complex issues assessment of need for further escalation to PSS II team as part of a tiered intake and resolution team. As a product expert with significant product knowledge, you are expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience. You will be called at times of critical Customers issues with no apparent method or ability from tech support team to resolve capital equipment issues. In this role you must manage the situation to de-escalate while resolving the issue(s) or ensuring smooth hand off to appropriate team member.

This role may be located at a business location or remote work environment, based on business needs determined at business leader discretion.   

What You'll do as a Product Support Specialist I

• Act as the front line interface to Technical Support team as an escalation point, with Field Service Representatives, Specialists and Customers as it relates to complex and escalated technical troubleshooting. Assist with the development of support strategy and reports on the status of the repair as required.
• Provide expert level technical support and expertise on a broad range of STERIS capital equipment products, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer or hardware systems. Assist others on-site (Customer) troubleshooting/technical support as required.
• Troubleshoot capital products, document all critical failures in real time, independently develop solutions and initiate corrective action for high level issues while working directly working with field technicians, sales associates and/or customers to prevent future issues.
• Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools, including working with cross functional stakeholders in timely effective manner.
• Maintain equipment-related technical proficiency across multiple capital equipment product lines.
• Identify areas of opportunity to improve the overall Employee and Customer experience. Offer alternative solutions where appropriate with the objective of developing Customer loyalty.
• Collect and assess complex engineering data to determine opportunities for all STERIS product and process improvement.
• Partner with Technical Support and Product Support Specialist II to identify trends and issues that require resolution or feedback to engineering and technical training teams.
• Assist in the development and enhancement to service procedures as a result of thorough analysis and technical problem solving by collecting and assessing engineering data to determine opportunity for improvement.
• Participate in regular product and computer skills update and new product release training to maintain and enhance technical support skills.
• Perform initial review of technical documentation and association of Product, Problem, Resolution & parts for service data bases.
• Develop service kits and qualify service replacement parts.
• Travel may be required to resolve a complex issue at a Customer site.
• Serve as a key contributor to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed.

The Experience, Skills and Abilities Needed

Required:

• Associate’s degree or equivalent and a minimum of 5 years related experience servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.).
• Minimum of 9 years related experience accepted in lieu of degree.
• Demonstrated advanced technical problem solving and collaboration skills coupled with extraordinary Customer experience skills.
• Proven aptitude in managing multiple task in a fast-paced, dynamic environment while meeting critical SLA’s.

Preferred:

• Prior experience as a FSR, Technical Specialists or relatedfield equipment equivalent is preferred.

Other:

• Must have ability to read electrical schematics, mechanical drawings, troubleshoot associated issues & isolate a fault to a cause by gathering relevant facts from caller.
• Demonstrated mechanical aptitude (hands-on capability, etc).
• Demonstrated ability to use meters, gauges, and hand tools.
• Demonstrate excellent verbal and written communication, both with internal employees as well as Customers and external vendors.
• Must demonstrate a high level of professionalism, confidentiality, and integrity.
• Must demonstate a desired level of Customer experience to internal and external Customers.
• Must be a highly motivated, self-starter who can work in a fast-paced environment and handle multiple projects simultaneously.
• Must be able to effectively interface with various departments and levels inside and outside of the organization in order to expedite tasks.
• Ability to prioritize work, handles multiple tasks simultaneously, set goals and enforce deadlines, while maintaining flexibility to reassess and re-prioritize.

What STERIS Offers