Product Support Specialist II - Capital Equipment

Position Summary

The Product Support Specialist II- Capital Equipment provides enterprise level technical support to Customer, Partners and the Field Service Team  for very complex and unique issues escalated by multiple internal stakeholders.  This role drives complete resolution to complex issues assessment of need for.  As a product expert with significant problem identification knowledge and expertise, this role is expected to assess and address all incoming issues, in collaboration with other stakeholders where appropriate.  Specialists will be accountable to address through resolution critical Customers issues, and notify/inform leadership  appropriately to meet Customer and compliance requirements.   This may require work after normal business hours, weekends and holidays on occasion. They must manage the situation to de-escalate the situation while resolving the issue(s) or ensuring smooth hand off back to the Customer facing team.

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 and electronics issues. 

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 II

• Act as the front line interface to Technical Support and PSS I team as an escalation point, with Field Service Representatives, Specialists and Customers as it relates to complex and escalated technical troubleshooting.
• Assists with the development of support strategy and reports on the status of the repair as required. 
• Provides 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. 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, 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’s alternative solutions where appropriate with the objective of developing Customer loyalty.
• Collects and assesses complex engineering data from multiple sources to determine opportunities for all STERIS product and process improvement.
• Partners with Engineering, R&D and Field Leadership to identify trends and issues that require resolution or feedback to reduce risk and improve  Customer experience and up time.
• 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 capital equipment maintenance manual 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)
  • Collect & analyze data for root cause problem solving of complex problems.
  • Assist in the development of implementation plans for corrective actions.
• 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.
• Develop service kits and qualify service replacement parts.
• 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.
• Participate or lead projects in collaboration with Engineering Teams.

The Experience, Abilities and Skills Needed

• Associates Degree and 7+ years of related experience servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.); prior experience as a FSR, Technical Specialists or relatedfield equipment equivalent is preferred (High School and 12+ years of related exprience may be considered)
• Demonstrated advanced technical problem solving, data analysis 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.
• Candidate should ideally possess the following:
  • Must have ability to read electrical schematics and mechanical drawings then 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.
  • Excellent organizational and time management skills.
  • Demonstrated understanding or risk and compliance requirements for specific equipment types and processes in a medical/hospital setting is preferred
  • Demonstrates excellent verbal and written communication, both with internal employees as well as Customers and external vendors, including compliance and process documentation.
  • Demonstrated ability to identify and communicate sensitive issues & concerns with high risk to the appropriate leadership in timely effective manner
  • Must demonstrate a high level of professionalism, confidentiality, and integrity.
  • 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.
  • Strong aptitude to new technology and ever-changing computer skills.  

What STERIS Offers

At STERIS, we invest in our employees and their families for the long term! STERIS wouldn’t be where it is today without our incredible people. We shares our success together with you by rewarding you for your hard work and achievements.

Here is just a brief overview of what we offer:

• Competitive Pay
• Extensive Paid Time Off and (9) added Holidays.
• Excellent healthcare, dental, and vision benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Continued training and educations programs
• Excellent opportunities for advancement in a stable long-term career
• #LI-KS1 #LI-Remote