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Job Title:  Software Product Support Specialist

Req ID:  24950
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

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 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 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.


We are hiring for onsite at our Mentor, OH Headquarters or our office in Hauppauge, NY. Please note, this is an in-office role and you will be required to work onsite. 

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. 

  • Provide 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.  
  • Manage escalated issues from our technical support team, working with Engineering/R&D as apropriate to identify and implement fixes.
  • Discover, evaluate, create and initiate service communications to inform service force of product changes, parts substitutions, and maintenance modifications. 
  • Work 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

  • Help remotely support installation and software upgrade issues
  • Provide 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.
  • Troubleshoot 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.
  • Collect and assess 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. 
  • Initiate 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
  • Develop and conduct 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.
  • Provide 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 contributor to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed.

What skills, abilities and experience will you need?

  • Associates in IS, CS,MIS,CIS, Software Engineering, Technology,Audio/Video or equivalent degree required.  BS 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.
  • In lieu of a degree, we will consider 8+ years of related work experience. 
  • Working knowledge of computer networking (LANs, FTP, network browsing, user and group security, file sharing, Cyber Security, network protection).  
  • 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 preferred
  • Understanding 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 speciality certifications (Linux+, Server+, Cloud+, etc) or equivalent certifications 
  • 3+ years networking or equivalent certifications (CCENT, CCNA, Network+).  Skills include: TCP/IP knowledge, packet capture deciphering, etc
  • Project management experience desired
  • 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




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:  24950
Job Category:  Customer Operations/Customer Support

Mentor, OH, US, 44060

Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

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