Job Title:  Field Service Representative I

Position Summary

Are you mechanically inclined with a knack for hands-on work? Do you enjoy a flexible schedule and working independently, but also have the support of a team? The Field Service Representative is a remote based Customer facing employee, primarily working inside hospitals. You will be responsible for troubleshooting and repairing medical equipment used in surgical procedures, as well as providing installation support on complex mechanical, electro mechanical and electronic units.

Duties

• Drive Customer satisfaction through pro-active communication and commitment to resolving Customer issues/problems expediently.
• Perform preventive and corrective maintenance required on STERIS product lines, related product lines, and competitive equipment. This includes: disassembling, replacing, or repairing defective parts; rewiring or reassembling as required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by using standard and specialized tools and test equipment (i.e., schematics, diagrams, technical manuals, etc).
• Actively promote, support and maintain remote monitoring and diagnostic equipment.
• Troubleshoot, repair, modify, overhaul, or refurbish standard and special purpose equipment and systems components.
• Ensure a positive Customer experience by providing timely PM performance, service calls, warranty calls, field upgrade programs, etc. Perform installations in a lead capacity as required. Perform conversions on standard equipment (e.g. Amsco sterilizers) as required. Scientific Technicians may perform NIST traceable calibrations.
• Provide guidance and assistance to entry-level technicians. May be a mentor during initial sponsor period.
• Utilize technology (smart phone, computer, and related software and applications) to perform administrative duties as assigned to ensure effective planning, utilization, and required document completion. This includes, but is not limited to: planning daily and weekly schedule to achieve optimum utilization;  communicate effectively with internal and external Customers; troubleshoot equipment, improve productivity, learn new technologies; complete service reports and activities on-site; maintain on-site Customer Service Logs/Total Maintenance Care books according to STERIS procedures; and maintain tools and parts inventory to prescribed levels as required by District Service Manager.
• Work closely with District Service Manager to advise of activity/changes related to sales opportunities in assigned territory.
• Establish and maintain effective, communicative relationships with Customers, managers, support functions and the sales organization. Communicate activities to Customers related to scheduling Preventative Maintenance and estimated time of arrival for unscheduled work. Pro-actively respond to and resolve Customer problems/issues. Utilize provided product and industry knowledge to assure Customer’s expectations of service are exceeded. Actively seek continuing education opportunities.
• Increase company growth through identifying sales opportunities, and recommending STERIS products/services to Customers. Communicate leads to management and sales staff. Be a positive ambassador for STERIS at Customer sites.
•  Respond to routine Customer and sales questions regarding equipment operation and performance. Identify opportunities, sizing, utility requirements, on-site visits, and pre-installation evaluations.
• Maintains courteous and professional demeanor when working with Customers, contractors, management, and fellow employees. Utilize Customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.

Required Experience

• Associate’s degree in Electronics, mechanical or similar degree, plus four (4) years of related experience. Degree requirement will be waived  with eight (8) years’ comparable experience.
• Minimum 2 years experience working on STERIS brand products.
• Ability to work flexible hours, sometimes outside “normal business hours” and travel as required.
• Valid driver’s license.
• Proficiency in computers and Windows software
• General knowledge of the following: principles and methods of sterilization, steam generators, operating lights and tables, industrial controls, central processing systems, and modular transport systems.
• Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers.
• The Scientific Division requires general knowledge of GMPs (Good Manufacturing Practices) and GLPs (Good Laboratory Practices)