Clinical Support Specialist

STERIS Canada Corporation; Phoenix (AZ); Remote; Full time

Job summary

Join a leading global provider of healthcare solutions as a Customer Repair Support Specialist. This remote role involves delivering critical onsite services to ensure surgical instruments are Procedure Ready. You will analyze repair trends, manage inventory, and engage with customers to enhance their operational efficiency. With a focus on problem-solving and customer satisfaction, you'll collaborate with sales and operations teams to identify opportunities for improvement. This position offers a chance to make a significant impact in healthcare while enjoying a comprehensive benefits package and a supportive work environment.

Benefits

Vehicle Reimbursement Plan

Cell Phone Stipend

Robust Training Program

Paid Time Off +9 Corporate Holidays

Excellent Healthcare, Dental, and Vision Benefits

401(k) with a Company Match

Tuition Reimbursement Program

Qualifications

• 4 years of relevant experience in a hospital environment.
• Ability to comply with hospital/customer credentialing requirements.

Responsibilities

• Provide onsite services and analysis for IMS Customers.
• Lead Proactive Maintenance Inspections for surgical devices.

Skills

Customer Engagement

Problem-Solving Techniques

Analysis of Repair Trending

Communication Skills

Education

Relevant Certification or Degree

Tools

Medical Instrumentation Knowledge

Device Repair and Maintenance

Job description

Job Category: Service/Technical Services

Phoenix, AZ, US, 85004

Workplace Type: Remote

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

As an IMS Customer Repair Support Specialist at STERIS, you provide onsite services to Instrument Management Services (IMS) Customers within a market geography. This includes analysis of repair trending, inventory management, and Customer engagement. Your goal is to reduce or limit the amount of device and instrument repairs to ensure surgical assets are Procedure Ready. You will use specialized knowledge in instruments and/or devices to achieve effective analysis, problem-solving techniques, process evaluations, and Customer education. You will deliver value-added activities to drive current contract value and enhance Customer retention and engagement. You will work cross functionally with sales and operations to identify opportunities and issues.

This is a field-based customer facing position that is remote based out of your home. To support and service our customers in this assigned territory candidates must be based out of Arizona. This territory covers Phoenix, AZ.

What you will do

• Review and perform basic analysis on repair trending data to identify Customer specific areas of improvement.
• Provide analysis of repair trending and solution delivery to assigned facilities, to support cost savings/cost avoidance and compliance plans are in place for effective Customer operations.
• Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc.
• Provide Direct Care & Handling in-services for Operating Room and Sterile Processing Department (SPD) staff as needed.
• Receive and send out instruments or devices requiring repair and maintenance per contract requirements.
• Track send/receive repair process to ensure efficient processes (status, readiness) and follow-up.
• Ensure instrument/device inspection for maintenance requirements are managed and recorded per compliance and contract requirements.
• Establish positive business relationships and communications with Customers (Surgical Coordinators, SPD, GI or Specialty Department Managers) as a representative of the STERIS brand.
• Review activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews.
• Identify and collaborate with Customers to review, report and reset activities, such as appropriate care and handling processes, and drive proactive planning as applicable.
• Communicate regularly with the STERIS IMS Account Manager, Operations, and other internal support teams to ensure Customer needs are met daily and any issues are resolved promptly.
• Maintain 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).
• Comply with STERIS IMS policies and procedures while also adhering to those of the facility.

What you will need

Required

• 4 years of relevant experience
• 1 year of experience in a hospital environment (operating room, sterile processing department, device repair/maintenance)
• Related certification or degree completion may be considered toward required years of experience based on business needs
• Ability to travel up to 10%
• Must be able to be compliant with hospital/customer credentialing requirements
• Must live in the Phoenix metro area

Preferred

• Basic understanding of medical instrumentation and device repair and maintenance
• Other relevant experience may include Customer account management or process management
• Scrub Tech, SPD, Surgical Tech

What we offer

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

• Base Salary + Incentive Compensation Program
• Vehicle Reimbursement Plan (includes monthly stipend + mileage reimbursement)
• Cell Phone Stipend
• Robust Training Program
• Paid Time Off +9 Corporate Holidays Per Year
• Excellent Healthcare, Dental, and Vision Benefits
• Healthcare and Dependent Flexible Spending Accounts
• Long/Short Term Disability Coverage
• 401(k) with a Company Match
• Tuition Reimbursement Program
• Additional Add-On Benefits/Discounts

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.

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.