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Job Title:  Product Support Specialist I - Software

Req ID:  22046
Job Category:  Service/Technical Services
Country/Region:  US
State:  OH
City:  Mentor
Zip:  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.

Product Support Specialist I - Software - Mentor, OH

The Product Support Specialist provides enterprise level technical support to Customer, Partners and the Field Service Team to ultimately drive complete resolution to complex issues as part of the second tier of response.  As product expert with deep product knowledge, he or she is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience. The Specialist will be called at times of critical Customers issues with no apparent method to resolve technical issues. They must manage the situation to de-escalate the situation while resolving the issue(s). In addition, this position will manage all escalated issues that require Engineering/R&D support.

The specialist leverages remote diagnostics, their expert experience with the products and in-depth understanding of the theory of their operation/safety hazards for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting and corrective maintenance advice related to complex controls, electrical, mechanical, piping, IT/software and electronics issues.  They will help identify hardware, software and firmware bugs, and will refer complex issues to Senior Service Engineering and the Engineering.

Role Responsibilities: Case Management

As a product expert with deep product knowledge, he or she is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall positive Customer experience.  This position works closely with Service Engineers and Engineering/R&D teams on Customer issues including software and hardware failures– interfacing, resolving problems, and making important decisions with Customer IT departments and clinical champions regularly. 
•    Provides escalated ORI technical support working with Level One Support, the local field service teams and Customers to diagnose and address field repairs in a timely manner.  
•    Manages escalated issues from our technical support team, working with Engineering/R&D as appropriate to identify and implement fixes.
•    Discovers, evaluates, creates and initiates service communications to inform service force of product changes, parts substitutions, and maintenance modifications. 
•    Works with both Senior Service Engineering and Engineering R&D on complex issues to provide solutions to Customers
•    Work closely with hospital IT to set up and support VPN connections
•    Work closely with hospital IT to set up and support hospital video conference and streaming deployments
•    Assemble, install and configure computers, networks and indoor location systems in hospitals, if required.
•    Understand and analyze log files for advanced troubleshooting, issue resolution, and escalation ticket creation
•    Able to write, test, deploy, and troubleshoot software scripts 
•    Able to interpret and understand software code for diagnostic and troubleshooting purposes
•    Remotely assist with on-site software implementation and user training
•    Track reoccurring issues and determine permanent resolution.  
•    Implement changes to avoid future issues.

Role Responsibilities: Technical Support

•    Helps remotely support installation and software upgrade issues
•    Provides expert level technical support and expertise on a broad range of STERIS ORI & ESW 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. Assists others on-site (Customer) troubleshooting/technical support as required.
•    Troubleshoots STERIS products, documents all critical failures in real time, independently develops solutions and initiates 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
•    Identify areas of opportunity to improve the overall Employee and Customer experience. Offer’s alternative solutions where appropriate with the objective of developing Customer loyalty.
•    Collects and assesses engineering data to determine opportunities for all STERIS product and process improvement.
•    Assist in the development and enhancements to service procedures as a result of thorough analysis and technical problem solving by collecting, assessing engineering data to determine opportunity for improvement. 
•    Initiates new maintenance manual and engineering drawing updates to be released for use by STERIS Customers.
•    Subject matter expert for the creation of new job aids (flow-charts, videos, 3D animations, etc), KMS articles and other reference guides/databases
•    Collect & analyze data for root cause problem solving of complex problems.
•    Assist in the development of implementation plans for corrective actions.
•    Summarize software bugs, development issues, and service issues for escalation to Engineering R&D
•    Develops and conducts periodic product specific and technical skill training to technicians and Customers in a classroom environment. Participates 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.
•    Help develop service/upgrade kits and qualify service replacement parts.
•    Provides periodic assigned on-call, after hour’s technical support to internal and external customers as needed.
•    May be needed to travel to a site to resolve a complex issue.
•    Key contributors to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed.

Minimum Requirements

•    Associates in IS, CS, MIS,CIS, Software Engineering, Technology, Audio/Video or equivalent degree required. Bachelor’s degree preferred. 
•    Must have at least 4 years of technical support call center experience, or related field experience servicing and troubleshooting Audio/Video, computer type equipment or IT Network/applications Support and maintenance.
•    Working knowledge of computer networking (LANs, FTP, network browsing, user and group security, file sharing). 
•    Proven experience providing advanced support in Windows and/or Linux applications.
•    Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
•    Knowledge of IP-based video conferencing and streaming applications, IT-configurations and deployments
•    Technical support or administration of complex audio/video or IT solution desired. 
•    Experience with Windows and Linux server-client environments
•    Administration for Windows 7/8/10 desktop, Windows and Linux Server environments desired
•    Knowledge of Microsoft SQL Server administration and/or SQL queries a plus (any certifications in these areas will be an advantage).
•    Understand of JavaScript, CSS, XML, HL7, json and other configuration file types
•    Technical understanding the web, windows networking, Cybersecurity, network protection, and SQL.
•    Relevant CompTIA Core  (IT Fundamentals, A+, Network+, Security+) and specialty certifications (Linux+, Server+, Cloud+, etc.) or equivalent certifications
•    Project management experience desired
•    Prior experience as a Service Specialist or ORI Support Specialists or equivalent is required.
•    Demonstrated advanced technical problem-solving skills coupled with extraordinary Customer experience skills.
•    Proven aptitude in managing multiple task in a fast-paced, dynamic environment while meeting critical SLA’s.

What STERIS can offer you:

We offer a comprehensive benefits package, including:

  • Base salary plus bonus opportunity
  • Excellent medical, vision, dental and life insurance
  • 401(k) with a company match
  • Paid vacation time and paid holidays
  • Tuition assistance
  • Excellent opportunities for advancement


STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates 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.

Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

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