Specialty Services Technician

4 weeks ago

Phoenix, United States STERIS Full time

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 Specialty Services Technician acts as Trusted Advisor to STERIS Customers in service of cleaning sterilizer equipment as part of a high performing team. The Technician drives an exceptional Customer experience by providing on-site cleaning services, troubleshooting, repair and simple maintenance on complex mechanical, electro-mechanical and electronic units in a high stress healthcare environment. The Technician pro-actively interacts and communicates concerns, updates, repairs, and service enhancement opportunities with Customers, Field Service partners and contract administration team. This position utilizes advanced technology to complete administrative requirements, aid in troubleshooting equipment issues and improve the overall Customer experience in a highly regulated healthcare environment under limited supervision (non-regular business hours). Additionally, the Technician’s will identify and recommend products and service enhancements. This role will travel (approx.5% overnight travel) high flexibility and sound decision making to ensure optimal customer equipment uptime and operations. Successful incumbents effectively promote STERIS brand and drive revenue growth and Customer retention through identifying and recommending products and services to Customers.

**What we offer**:

- Competitive pay
- Overtime opportunity
- Annual merit review and incentive plans
- Company vehicle, fuel, vehicle maintenance, uniforms and all necessary tools provided
- Company provided credit card, iPhone & laptop
- Business travel and all related expenses paid
- Medical, vision, prescription, dental and life insurance
- 401(k) with a company match
- Paid time off and paid holidays
- Extensive hands-on training and development
- Paid time off that accrues from day one and paid holidays
- Tuition assistance
- Opportunities for advancement

**What you will do**:
Customer Focus, Growth & Retention:

- Accountable for Customer satisfaction as a first point of contact through pro-active, professional communication and commitment to resolving Customer’s issues/problems expediently. Learns and understand Customer's expectations of service as obtained through training curriculum.
- Communicates effectively and proactively with Customers on preventative cleaning needs, and associated scheduling and equipment details (arrival, service status, completion, next steps). Establishes and maintains rapport with the Customer and other key decision makers to promote Sterilizer services. Utilize customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.
- Identifies and address Customer’s issues/problems and respond to routine Customer and sales/service leadership requests to optimize Customer support and growth in collaboration with field and sales teams as needed. Manages Customer expectations to ensure positive outcomes.
- With management support, build relationships with field and Sales teams to drive Customer experience and revenue opportunities. Learns to identify sales opportunities in assigned territory, and builds competency to be a trusted advisor, communicate leads to management.

Equipment Cleaning, Compliance-Regulatory and Continuous Improvement:

- Perform sterilizer cleaning function including changing required chemical ingredients; making appropriate adjustments to necessary chemicals; monitoring the cleaning process; maintaining appropriate pressures; maintaining and repairing the chamber cleaning equipment; handle, transport, and dispose of chemicals used in chamber cleaning according to safety protocols.

**What you will do... continued....**:

- Work closely with the Scheduling Team, Supervisor and Customer to plan efficient service routes within assigned territory, and adhere to all coverage, and service standards.
- Troubleshoot and consult proper contact for any observed issues with equipment and systems components.
- Complete service reports and activities on-site; maintain on-site Customer Service Logs according to STERIS procedures; and maintain tools, supplies and parts inventory.
- Completes all required training and may support mentoring and training support of new hires.
- Responsible for Company vehicle, equipment and tools, including appropriate maintenance and escalation of issues for safe, effective operation.
- Acquire and maintain all updates for Vendor Credentialing for hospitals that they will be performing service.
- Drives company vehicle to/from customer premises, maintains appropriate vehicle checklist to ensure safety and cleanliness.

**What you will need**:

- High School Diploma or GED with 3 years of work experience with 1 year of technical or Service-related work experience and interaction with Customers require mecha

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