Job Title:  Sterile Processing Customer Specialist II

Req ID:  36583
Job Category:  Service/Technical Services

Walnut Creek, CA, US, 94596


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.

Position Summary

This position will be field based as they will be covering a group of accounts in a territory within the Walnut Creek, CA area.

The Sterile Processing Customer Specialist (Customer Insights Analyst) provides integrated insight and value added delivery to dedicated Customer(s), based on Clinical Priorities, contracted service portfolio assets, analysis of repair trending, inventory management, and Customer Engagement with the intent to reduce or limit the need/number of Device and Instrument repairs, ensure surgical assets are Procedure Ready and add value thru clinical competency evaluations and customer process improvement. This is accomplished through effective Customer alignment, data analysis, problem-solving techniques, customer education and deliverable value-added activities to ensure goals are met.

This is a remote based customer facing position. This position will be field based as they will be covering a group of accounts in a territory. To support and service our customers in this assigned territory candidates must be based out of one of the following states: California. 


•Reviews and Analyzes repair trending to identify Customer Specific areas of improvement and establish measurable goals

•Provides analysis of repair trending and solution delivery to assigned facilities, in an effort to provide cost savings / cost avoidance and compliance to the hospital by ensuring service portfolio relevant surgical assets are functioning properly and for their intended purpose.

•Drives Business and Customer initiatives with key stakeholders raising awareness of areas for improvement.

•Drives the beginning to end process of raising awareness of an issue, developing the process to improve the situation, and ensuring the process is implemented.

•Documents daily cost savings and cost avoidance initiatives, with total monies saved, and reports potential barriers to implementation.

•Follows chain of command within hospital and STERIS IMS regarding identified problems or issues to ensure proper communication and resolution.

•Analyzes and implements daily operations of value-added activities that relate directly to service portfolio

•Identifies areas of cost containment or elimination by Customer relevant to service portfolio

•Partners with Customer’s leadership team to educate and train customer staff on new processes or procedures that will correct their opportunities

•Monitors and tracks improvements to present to Customer’s leadership team

•Records value added activities executed for internal / external reporting

•Records surgical asset inspection and maintenance activities for Customer compliance

•Collaborates with Customer perioperative team(s) – Surgical Coordinators, SPD, GI or Specialty Department Managers to plan and implement solutions based on areas of opportunity relevant to service portfolio

•Establishes Specific and Measurable goals relevant to service portfolio

•Collaborates with Customer to review, report and reset activities as appropriate care and handling processes

Duties - cont'd

•Supports device and instrument repair and maintenance service portfolio, to include:

•Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc.

•Direct Care & Handling in-services for OR and SPD/CSS staff as needed

•Receive and send out instruments/devices requiring repair and maintenance as required

•Implementing and maintaining device and instrument tracking for items sent out for repair to ensure efficient follow-up and knowledge of the status of repairs

•Ensures instrument/device inspection for maintenances requirements are managed and recorded

•Communicates regularly with the STERIS IMS Account Manager and support teams to ensure customer needs are met daily and any issues are resolved promptly.

•Maintains compliance with established policies and procedures of the Department of Health, JCAHO, OSHA, CDC, AAMI, AORN standards, and Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).

•Complies with STERIS IMS policies and procedures while also adhering to policies and procedures of facility.

•Refers all decisions beyond personal scope of responsibilities to STERIS IMS leadership.

•Communicates to STERIS IMS leadership all non-compliance with regulatory and safety issues.

•Leads and participates in in-services and educational offerings provided by STERIS IMS in the facility.

•Promotes best demonstrated practices with co-workers through open communication and continuous improvement of skills.

•Assists in providing timely resolution to issues or concerns.

•Completes documentation required by STERIS IMS related to Standard Operating Procedures or facility policies.

•This position will be field based as they will be covering a group of accounts in a territory.

Required Experience

  • High school diploma required with 8-10 years’ clinical experience required.
  • SPD Technician Certification preferred.
  • Basic understanding of medical instrumentation and devices.
  • Must be knowledgeable and able to work efficiently within the Microsoft Office suite (including Word and Excel). Must be capable of learning and working efficiently in ERP systems. Must be capable of learning additional software as required.
  • Experience utilizing a Continuous improvement or lean processes.
  • Must maintain valid Driver’s License and vehicle insurance to meet travel requirements as well as having an acceptable driving record.
  • Bachelors’ Degree preferred.
  • Must be able to be compliant with hospital/customer credentialing requirements

 Pay range for this opportunity is $59,300.00 - $77,826.00.This position is eligible for bonus participation


Minimum pay rates offered will comply with county/city minimums, if higher than range listed.  Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.


Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company’s 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability.  Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.


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.

Req ID:  36583
Job Category:  Service/Technical Services

Walnut Creek, CA, US, 94596

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

Job Segment: Sterile Processing, Facilities, Gastroenterology, Business Process, Inspector, Healthcare, Operations, Management, Quality