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Job Title:  Product Support Specialist II - Capital Equipment

Req ID:  23481
Job Category:  Customer Operations/Customer Support
Country/Region:  US
State:  OH
City:  Mentor
Zip:  44060
Description: 

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 II - Capital Equipment

The Product Support Specialist provides enterprise level technical support to Customer, Partners and the Field Service Team to drive a complete resolution to complex issues as part of the second tier of response. The Specialist will be called at times of escalated and critical Customers issues in which they must be able to de-escalate the situation while resolving the issue(s). The specialist leverages remote diagnostics, their expert experience with the products and in-depth and troubleshooting experience to resolve issues quickly. Inquiries may include troubleshooting and corrective maintenance advice related to complex controls, electrical, mechanical, piping and electronics issues.

Please note: This is a fully remote opportunity limited to candidates located in the US and Canada. 

What will you do as a Product Support Specialist?

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. 

  • 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.
  • 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 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 alternative solutions where appropriate with the objective of developing Customer loyalty.
  • Collect and assess complex engineering data from multiple sources to determine opportunities for all STERIS product and process improvement.
  • Partner 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. 
    • Initiate 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.
  • 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.
  • 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. 
  • Participate or lead projects in collaboration with Engineering Teams.

What products will you help support?

As a Product Support Specialist, you will have the privilege of supporting our Healthcare Capital Equipment product lines! With a unique combination of infection protection and contamination control products and services, STERIS Corporation offers customized solutions for a variety of environments. Rely on STERIS to help you gain productivity, lower costs, and protect staff and patients throughout your Operating Room, Sterile Processing Department, GI/Endoscopy Suite, and Ambulatory Surgery Center.

  • Operating Room Equipment - Surgical Tables, Warming Cabinets, etc. 
  • Sterile Processing Products / Equipment - Steam Sterilizers, Washing and Decontamination Systems, etc.

 

Please view our website for more insight into our products and services!

  • https://www.steris.com/healthcare

What Skills, Knowledge and Education will you need?

  • An Associates Degree or Higher is required with a minimum of seven (7) years of related work experience servicing and repairing biomedical type equipment or related equipment (Mechanical, electromechanical, etc.)
  • Prior experience as a Field Service Technician, Technical Specialist, Field Service Engineer or related field equipment service equivalent is preferred.
  • 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.
  • 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.
     

 

#LI-EP1

 

#LI-REMOTE

 

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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