Customer Repair Support Specialist

STERIS IMS; Cincinnati (OH); Remote; Full time

Job summary

STERIS is seeking a Customer Repair Support Specialist to provide onsite services for Instrument Management Services. You will analyze repair data, manage customer relationships, and ensure compliance with health and safety standards. Ideal candidates have hospital experience and a commitment to customer service.

Benefits

Base Salary + Incentive Compensation

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.
• 1 year of experience in a hospital environment.
• Related certification or degree may count toward experience.

Responsibilities

• Provide onsite services to IMS Customers; analyze repair trending.
• Lead Proactive Maintenance Inspections for surgical devices.
• Track repair process status and ensure compliance.

Skills

Analysis

Problem Solving

Customer Engagement

Education

High School diploma

Job description

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 remote based Customer facing position. To support and service our Customers in this assigned territory candidates must be based out of one of the following states: Ohio or Kentucky. This territory covers Cincinnati.

What you will do as a Customer Repair Support Specialist

• 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.

The Experience, Skills, Abilities Needed:

Required:

• High School diploma
• 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 30%
• Must be able to be compliant with hospital/customer credentialing requirements

Preferred:

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

What STERIS

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
• Parental Leave
• Tuition Reimbursement Program
• Additional Add-On Benefits/Discounts

Pay range for this opportunity is$22.68-$29.35.This position is eligible forbonus 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.

STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits:STERIS Benefits

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.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.