Customer Repair Support Specialist

STERIS; United States; A distancia; USD 32.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base Salary + Incentive Compensation

Vehicle Reimbursement Plan

Cell Phone Stipend

Robust Training Program

Paid Time Off +9 Holidays

Healthcare, Dental, Vision

401(k) with Company Match

Tuition Reimbursement Program

Parental Leave

Add-On Benefits/Discounts

Descripción de la vacante

In this position you will perform PMI on assets like endoscopes and surgical devices, deliver in-services, track repair flow, ensure compliance with health standards and OEM guidance, and build strong customer relationships to support ongoing operations.

Formación

• 4 years of relevant experience.
• 1 year of hospital environment experience (OR/SPD/repair).
• Ability to travel within territory and meet credentialing requirements.
• Related certification or degree completion may be considered toward required years of experience based on business needs.

Responsabilidades

• 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 and compliance plans.
• Lead Proactive Maintenance Inspections (PMI) for service portfolio assets.
• Provide Direct Care & Handling in-services for OR and 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 and follow-up.
• Ensure instrument/device inspection for maintenance requirements are managed and recorded per compliance and contract requirements.
• Establish positive business relationships with Customers as a representative of the STERIS brand.
• Review activities completed and recommendations with Customers in ad-hoc or formal business reviews.
• Collaborate with Customers to review, report and reset activities and drive proactive planning as applicable.
• Communicate regularly with the IMS Account Manager, Operations, and other internal teams to ensure Customer needs are met daily.
• Maintain compliance with DoH, JCAHO, OSHA, CDC, AAMI, AORN standards and OEM Instructions for Use.

Descripción del empleo

Remote

Description

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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 territory covers the greater Cleveland area.

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 (IFU).
• Comply with STERIS IMS policies and procedures while also adhering to those of the facility.

The Experience, Skills and 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 within territory
• 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 Offers

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 $23.09 - $29.88. This position is eligible for bonus participation.