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
The Customer Repair Support Specialist provides onsite services to Customers (Operating Room within Healthcare Facilities) within a Market Geography, including analysis of repair trending, inventory management, and Customer Engagement with the intent to reduce or limit the need/number of Device and Instrument repairs and ensure surgical assets are Procedure Ready. This role uses specialized knowledge in instruments and or devices to achieve effective analysis, problem-solving techniques, process evaluations, customer education and delivers value-added activities to drive current contract value and enhance Customer retention and engagement. This role works cross functionally with sales and operations to identify opportunities and issues and are a part of the account team that delivers solutions to Customers.
This is a remote based Customer facing position. To support and service our Customers, candidates must be based out of the following states: Arizona
What we offer
- Competitive pay
- Annual merit review and incentive plans
- Mileage reimbursement
- Company provided credit card, Cell Phone Allowance & Laptop
- Business travel and all related expenses paid
- Medical, vision, prescription, dental and life insurance
- 401(k) with a company match
- Paid time off and paid holidays
- Extensive hands-on training and development
- Paid time off that accrues from day one and paid holidays
- Tuition assistance
- Opportunities for advancement
What you will do
- Reviews and performs basic analysis on repair trending data to identify Customer specific areas of improvement. Recommends and tracks measurable goals in partnership with Customer.
- Identifies Business and Customer initiatives by raising awareness of areas for improvement.
- Conducts basic data analysis and implements daily operations of value-added activities that relate directly to service portfolio.
- Establishes positive business relationships and communications with stakeholders as a representative of the STERIS brand.
- Reviews activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews.
- Collaborates with Customer perioperative team(s) – Surgical Coordinators, SPD or Specialty Department Managers to plan and implement solutions, which may include specific, measurable goals.
- Communicates regularly with the STERIS IMS Account Manager and operational and other internal support teams to ensure customer needs are met daily and any issues are resolved promptly.
- Records surgical asset inspection and maintenance activities for Customer compliance.
- 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.
- Demonstrates ethical, compliant decision making and escalates issues appropriately and timely to leadership and/or internal stakeholders that minimize risk for our Customers and STERIS.
- Escalates non-compliance concerns and issues to STERIS IMS leadership regarding regulatory and safety issues.
What you will do (continued)
- Leads and participates with sales and operations for Customer in-services and educational offerings provided by STERIS IMS in the facility. This includes achieving and maintaining required certifications and skills needed to perform the role per internal and external requirements.
- 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.
What you will need
- HS Diploma and minimum 4 years relevant experience, including minimum of one year of hospital (OR/SPD, Device Repair & Maintenance or related) Other relevant experience may include Customer account management, process management. Related certification or degree completion may be considered toward required years of experience based on business needs.
- Basic understanding of medical instrumentation and device repair and maintenance strongly preferred.
- Ability to work onsite with healthcare Customers with some flexibility in work hours as needed, with occasional overnight travel as needed to meet Customer and training requirements.
- Strong professional verbal and written communication skills.
- Demonstrated ability to learn and effectively translate knowledge to meet Customer needs per contract and compliance requirements
- Ability to work in a matrix environment supporting Customers and internal stakeholders, including other STERIS onsite team members assigned to Customer accounts.
- Proven collaboration and problem solving.
- 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.
**Preferred surgical OR clinical experience**
Pay range for this opportunity is $19.71 – $27.51.
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.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.