Surgical Service Technician

STERIS Healthcare United States; Philadelphia (Philadelphia County); Remote; USD 53,000 - 75,000; Full time

Job summary

Join a leading company as a Surgical Service Technician, where you will act as a Trusted Advisor to customers in the healthcare sector. This role involves providing on-site maintenance and support for medical devices, ensuring exceptional customer service and satisfaction in a high-stress environment. You will leverage your technical skills and experience to troubleshoot and resolve issues, while also identifying sales opportunities to contribute to company growth.

Benefits

Market Competitive Pay

Extensive Paid Time Off

Excellent Healthcare, Dental and Vision Benefits

Company Vehicle

401(k) with company match

Tuition reimbursement and continued education programs

Qualifications

• 1-2 years technical field service experience in healthcare products.
• Excellent knowledge of personal computers and video technology.
• Valid driver’s license and ability to travel.

Responsibilities

• Perform preventative maintenance and troubleshooting on surgical equipment.
• Drive customer satisfaction through proactive communication.
• Conduct customer training and in-servicing on assigned equipment.

Skills

Customer communication

Troubleshooting

Technical proficiency

Education

Bachelor’s degree

Job description

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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 Procedural Service Technician acts as Trusted Advisor to STERIS Customers in maintenance and procurement of medical devices and consumable products as part of a high performing team. This position drives an exceptional Customer experience by providing on-site preventative maintenance, troubleshooting, repair, equipment modifications, and installation support on all operating room equipment (OR integration, light, tables, video technology, warming cabinets, System 1e) in a high stress healthcare environment. Also provide superior Customer service by pro-actively interacting and communicating with Customers on a daily basis, and utilizes technology to complete administrative requirements, aid in troubleshooting issues and improve the overall Customer experience.

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: Pennsylvania, New Jersey.

What You'll Do As a Procedural Service Technician

1. Drive Customer satisfaction through pro-active communication and commitment to resolving Customer issues/problems expediently.
2. Perform preventive and corrective maintenance required on STERIS Surgical product lines, related product lines, and related competitive equipment in a safe and efficient manner. This includes: disassembling, replacing, or repairing defective parts; rewiring or reassembling as required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by using standard and specialized tools and test equipment (i.e., schematics, diagrams, technical manuals, etc.).
3. Perform Customer training and in-servicing on assigned equipment (lights, tables, integration, etc.). Coordinate these activities with DSM and Capital Account Manager.
4. Ensure a positive Customer experience by performing installations or conversions on assigned equipment and start up custom equipment as required. Perform site visits for small projects and coordinate activities with project managers and/or installers.
5. Utilize technology (smart phone, laptop computer and related software and applications) to perform administrative duties as assigned to ensure effective planning, utilization, and required document completion. This includes, but is not limited to: scheduling and updating work activities in Siebel, complete service reports and activities on-site; communicate effectively with internal and external Customers; troubleshoot equipment, improve productivity, learn new technologies; maintain on-site Customer Service Logs according to STERIS procedures; and maintain tools and parts inventory to prescribed levels.
6. Establish and maintain effective communicative relationships with Customers, managers, support functions and the sales organization. Communicate activities to Customers related to scheduling Preventative Maintenance and estimated time of arrival for unscheduled work. Pro-actively respond to and resolve Customer problems/issues. Utilize provided product and industry knowledge to assure Customer’s expectations of service are exceeded. Recommend product enhancements based on knowledge of the Customers equipment applications and processes. Actively seek continuing education opportunities.
7. Increase company growth through identifying sales opportunities, and recommending STERIS products/services to Customers. Communicate leads to management and sales staff. Be a positive ambassador for STERIS at Customer sites.
8. Must learn and use proper operating room and hospital protocols while on-site. Must abide by all STERIS and Customer Health & Safety protocols and procedures. These may include OR Protocol and Sterile Field guidelines.
9. Assist DSM by conducting or assisting with inventory procedures to ensure inventory levels are maintained according to company policy, and resolve outstanding purchase order issues once recognized by the DSM.

The Experience, Skills And Abilities Needed

Required:

• One to two years technical field service experience in the healthcare products industry or equivalent technical school training.
• Excellent knowledge of personal computers, video technology, video cabling, networking.
• Valid driver’s license and ability to travel
• Demonstrated proficiency with computers and Windows software. Proficiency with web technologies and navigating internet/intranet sites.
• Demonstrated ability to troubleshoot situations and determine solution.
• Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers.

Preferred:

• Bachelor’s degree preferred.
• Some technical exposure to OR medical devices preferred. Strongly prefer 1 year of experience working on surgical equipment to include OR Integration, tables, lights, video integration, and other OR products.
• Technology integration experience preferred.

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 a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added holidays
• Excellent Healthcare, Dental and Vision Benefits
• Company Vehicle
• Company Cell Phone/Laptop
• Tools, Equipment, Uniforms provided
• Long/Short Term disability coverage
• 401(k) with company match
• Maternity & Paternal Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition reimbursement and continued education programs
• Excellent opportunities for advancement and stable long-term career

Pay range for this opportunity is $53,000.00 - $74,287.50. This position is eligible for bonus 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Medical Equipment Manufacturing