Product Support Specialist II - Software

Position Summary

As a Product Support Specialist II you will provide 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, in STERIS software solutions, hospital IT environments – including both LINUX and WINDOWS environments, you will be 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 to resolve technical issues. You must manage the situation to de-escalate the situation while resolving the issue(s).  This may include physically going onsite to assist the Customer or Steris Installer/Field Tech with an escalated issue. In this role you will manage all escalated issues that require Engineering/R&D support. In addition, you will be knowledgeable in hospital IT environments, deep understanding of IT Network setup and configuration, troubleshooting connectivity issues between Hospital Network and Services hosted on STERIS Cloud and integration of STERIS Equipment and Services hosted on STERIS Cloud c. As a Product Support Specialist II you will be responsible for documenting solutions to problems and developing end-user guidelines. You may provide on-site training to users, participate in the testing and evaluation of new features, and implement prototypes. You will also configure, test and deploy software applications, contribute to root cause analysis & counter measures that improves STERIS’s Products and Solutions.

In this role you will leverage remote diagnostics, your expert experience with the products and in-depth understanding of the theory of operation/safety hazards for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting IT Network/software and Integration between STERIS Products deployed in Customer premises and Services hosted on STERIS Cloud. You will help identify hardware, software and firmware bugs, and will refer complex issues to cross functional teams.

This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 3 days per week. This role has a working schedule of 8:00am to 5:00pm PST. 

What You'll do as a Product Support Specialist II- Software

Case Management- 50-75%

• Provide escalated technical support working with Technical Support Specialists I, II, the local field service teams and Customers to diagnose and address field repairs.
• Discover, evaluate, create and initiate service communications to inform service force of product hardware and software changes, parts substitutions, and maintenance modifications.
• Work closely with hospital IT to set up and support different connection methods.
• Assemble, install and configure connectivity products/software, networks and indoor location systems in hospitals or via remote methods.
• Understand and analyze log files for advanced troubleshooting, issue resolution, and escalation ticket creation.
• Write, test, deploy, and troubleshoot software scripts and troubleshootings instructions.
• Interpret and understand software code for diagnostic and troubleshooting purposes.
• Remotely assist with on-site software implementation and user training.
• Provide guidance in hospital-specific IT environments to guide Customers on deployment of software compliant with HIPAA, HITRUST and other related/emerging compliance requirements.
• Manage full software integration projects with Customer, internal, and external partners.

Technical Support 25-50%

• Help remotely support installation and software upgrade issues.
• Provide expert level technical support and expertise on a broad range of STERIS products integration with Software Services hosted on STERIS Cloud.
• Troubleshoot STERIS 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.
• Deploy IT security (CyberSecurity) standards to Customer facilities.
• 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 assesse log and product/application performance data to determine opportunities for all STERIS product and process improvement.
• Assist in the development and enhancements to service procedures through analysis and technical problem solving by collecting, assessing log and product/application performance data to determine opportunity for improvement.
• 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 Cross-functional teams
• Tests and evaluates new STERIS software and features, assisting Engineering with verification and validation testing
• Develop and conduct periodic product specific and technical skill training to technicians, Specialists and Customers in a classroom environment.
• Participate in network/IT trainings internal and 3rd party trainings, 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.
• 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 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:

• Associates in IS, CS, MIS, CIS, Software Engineering, Technology, Audio/Video or equivalent degree.
• Minimum 7 years of related experience in technical support call center experience, or related field experience servicing and troubleshooting, computer type equipment or IT Network/applications Support and maintenance.
• Minimum 12 years of related experience accepted in lieu of degree. 
• Working knowledge of computer networking (LANs, Subnets, FTP, network browsing, user and group security, file sharing, Cyber Security, network protection).
• 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 IT Computer Networking, MQTT/TCP/UDP/IP -based applications, IT-configurations and deployments
• Experience with Windows and Linux server-client environments
• Knowledge of Microsoft SQL Queries is a plus
• Technical understanding the web, windows networking, CyberSecurity, network protection, and SQL.

Preferred:

• Bachelor's degree and minimum of 3 years related experience preferre.
• 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
• Understand of Javascript, CSS, XML, HL7, json and other configuration file types is desired
• 1+ years' experience with HIPAA, medical environment FDA compliance and regulations.
• Project management experience desired

Other:

• Self motivated and directed to learn and identify opportunities for improvement.
• Strong problem solving/trouble shooting skills.
• Must be available periodically outside of normal working hours.
• Excellent troubleshooting and problem solving skills
• Excellent organizational and time management skills.  Attention to detail
• Demonstrates 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.  A team player.
• 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