Job Title:  Service Engineer

Position Summary

The Software Engineer position is an engineer with product, clinical, and technical expertise and demonstrated proficiency in assigned essential job functions and areas of product focus. Primary responsibilities include: remote monitoring and data analytic assessments, developing complex I/O patterns to monitor health of equipment for predictive maintenance, serviceability and reliability assessments, service documentation development and maintenance, new product development, sustaining, and manufacturing project support. This individual acts as a liaison between service representatives and our internet of things (IoT) development team. Follows appropriate complaint handling procedures, reviews quality data and key performance indicators relating to their focused product line and drives corrective action when required. Completes all necessary steps to ensure correct information is provided and technical issue is resolved.

This position is located onsite in Mentor, Ohio with the opportunity for a hybrid work schedule. 

Duties

• Develop service standard work to incorporate Design for Connectivity into the New Product Development processes and procedures. Work closely with the individual service engineers to incorporate the use of machine data in the development of the service plan (e.g., troubleshooting topics, condition-based maintenance procedures to replace scheduled maintenance procedures) on all new product releases.
• Develop use cases to leverage machine data to improve service outcomes including improved fault diagnostics, equipment health indicators and conditioned based maintenance. Work closely with the individual service engineers to incorporate the use of machine data in the development of the service plan (e.g., troubleshooting topics, condition-based maintenance procedures to replace scheduled maintenance procedures) on targeted legacy products
• Develop procedures and use cases to process software log files from embedded systems / controls to associate fault conditions to alarms to improve diagnostics. Work with software and controls design teams to develop software fixes as needed.
• Research innovating Internet of Things (IoT) technologies that leverage machine data to improve Customer experience and improve quality, deliver and cost of service. Work closely with Engineering and Business Systems, Connectivity, product / software development teams to continually advance our IoT technologies.
• Monitors and reviews machine data to assess the equipment’s health, develop pre-emptive troubleshooting guidelines, and identify device insights.
• Conducts design reviews for serviceability and reliability, generates service plans for products and processes, develops service documentation and procedures, defines service parts, outlines service training and tracks equipment performance.
• Performs data analytics and aids in creation of standard processes and process automation.
• Collaborates with internal product teams to ensure the field is prepared for product changes through creation of additional job aides, service part identification, updating documentation, and performing technical reviews as needed.
• Troubleshoots STERIS products and documents critical failures on corporation quality reporting system, initiates corrective action, and escalates issue to appropriate department.
• Initiates service communications to inform service representatives of product changes, parts substitutions, maintenance modifications, and field corrections.
• Acts as an escalation point for resolution of complex technical issues. Provides technical and product support to other STERIS Engineers, technical support personnel, field service associates, sales associates and customers.
• Provide initial product training to Technical Support, Service Trainers, and Field Technicians. Coordinate the transition of
• training responsibilities to the Training Department and the transition of product support responsibility to the Technical Support group.
• Participates in regular product and computer skills update training to maintain and enhance technical support skills.
• Maintains product knowledge efficiencies on current and non-current STERIS Healthcare and Life Science products.
• Escalates reported technical, quality, and safety related product complaints to appropriate engineering and management associates for continued action.
• Provides periodic product specific and technical skill training to department associates as required.
• Communicate with customers and technicians in a classroom environment as required.
• Travel to customer sites when required to assist in field activity.
• Travel to various manufacturing facilities and suppliers to support projects and initiatives as required.
   

Required Experience

• Bachelor's Degree in Engineering, IT, or related technical field.
• Minimum 2 years' experience in a service, sustaining, development, or quality engineering role is strongly required.
• Experience in a highly regulated industry, medical device or equivalent, is strongly preferred.
• Ability to read engineering drawings and schematics is required.

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Preferred Experience

• Demonstrated understanding of machine data and analytics.
• Demonstrated understanding of IoT, technology, and continuous improvement.
• Experience leading and managing projects is strongly preferred.
• Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.
• Demonstrated IT, AV, mechanical, electrical and computer troubleshooting skills.
• Knowledge of STERIS Healthcare and Life Science product lines, past and present is a plus. Ability to effectively resolve and communicate technical issues via telephone.