Customer Repair Support Specialist- Greensboro, NC

STERIS Canada Corporation; Greensboro (NC); Remote; USD 60,000 - 80,000; Full time

Job summary

STERIS Canada Corporation is seeking a Customer Repair Support Specialist in Greensboro, NC, to enhance customer engagement and compliance through repair trending analysis and onsite support. This remote role requires strong problem-solving skills and relevant experience in a hospital setting. A competitive salary and benefits package is offered, including a vehicle reimbursement plan and tuition reimbursement.

Benefits

Vehicle Reimbursement Plan

Cell Phone Stipend

Excellent Healthcare Benefits

401(k) with Company Match

Tuition Reimbursement Program

Qualifications

• 4 years of relevant experience required.
• 1 year of experience in a hospital setting preferred.
• Must be compliant with hospital/customer credentialing requirements.

Responsibilities

• Analyze repair trending data for customer improvement.
• Lead Proactive Maintenance Inspections for surgical devices.
• Establish relationships with customers and review recommendations.

Skills

Customer engagement

Problem-solving

Analysis

Education

Related certification or degree

Job description

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Customer Repair Support Specialist- Greensboro, NC

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: North Carolina. This territory covers Greensboro.

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 and Abilities Needed

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 ____%
• 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 You:

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

· 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$20.84-$26.97. 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.

Job Category: Service/Technical Services

Nearest Major Market: Greensboro
Job Segment: Surgery, Sterile Processing, Facilities, Customer Service Representative, Instrumentation, Healthcare, Operations, Customer Service, Engineering