Job Title:  Service Engineer

Position Summary

This role is open to a hybrid work schedule based at the Operational Headquarters in Mentor, OH.

The Service Engineer 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; serviceability and reliability reviews, service documentation development, high-level troubleshooting/technical support on a focused product line, NPD support and initial product training to technical support personnel and service trainers. This role responds to technical support requests utilizing Technical Support Department phone, computer, and hardware systems. The Service Engineer will resolve internal and external customer technical support issues on all STERIS brand Healthcare and Life Science products.

What You Will Do

• Maintains product knowledge and serves as the subject matter expert on STERIS Healthcare and Life Science products.
• Act as primary service representative for New Product Development and ensures all service deliverables are complete on time for product launch.
• Independently conducting design reviews for serviceability and reliability, generating service plans for products and processes, developing service documentation and procedures, defining service parts, outlining service training and tracking equipment performance.
• 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.
• Professionally responds to incoming call and e-mail volume to coincide with department statistics and standards to meet customer call demand requirements.
• Escalates reported technical, quality, and safety related product complaints to appropriate engineering and management associates for corrective action.
• Troubleshoots STERIS products and documents critical failures on corporation quality reporting system, initiates corrective action, and escalates issue to appropriate engineering associate.

What You Will Do Continued

• Assists with review and recommends to appropriate engineering associate’s changes to maintenance manuals, engineering drawings, and other service support reference guides/documentation.
• Participates in qualification and serviceability review of STERIS Healthcare and Life Science products.
• 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.
• Responsible for informing service force of product changes, parts substitutions, and maintenance modifications.
• Provides technical and part identification support to STERIS internal and external customers on all brands and models of STERIS products. Includes sales, service and operational support.
• Participates in regular product and computer skills update training to maintain and enhance technical support skills.
• Maintains technical support reference material.
• Provides periodic product specific and technical skill training to department associates as required.
• Travel to customer sites when required to assist in field activity.

What You Will Need to be Successful

• Must have Bachelor’s degree in Engineering or related field
• Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.
• Demonstrated mechanical, electrical, and computer troubleshooting skills.
• Demonstrated excellent organization, project management, oral and written communications skills.
• Excellent punctuality and attendance.

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Qualifications That Can Set You Apart

• Knowledge of STERIS Healthcare and Life Science product lines is a plus.
• Ability to effectively resolve and communicate technical issues via telephone.
• Knowledge of engineering drawing, drafting work, wiring schematic practices preferred.
• Knowledge of Windows/Linux programing is preferred.