Customer Repair Support Specialist

1 day ago

Youngstown, United States STERIS Full time

Job Title: Customer Repair Support Specialist Req ID: 45613 Job Category: Service/Technical Services Youngtown, OH, US, 44405 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 The Customer Repair Support Specialist provides onsite services to Customers within a Market Geography, including analysis of repair trending, inventory management, and Customer Engagement with the intent to reduce or limit the need/number of Device and Instrument repairs and ensure surgical assets are Procedure Ready. This role uses specialized knowledge in instruments and or devices to achieve effective analysis, problem-solving techniques, process evaluations, customer education and delivers value-added activities to drive current contract value and enhance Customer retention and engagement. This role works cross functionally with sales and operations to identify opportunities and issues and are a part of the account team that delivers solutions to Customers. This is a remote based customer facing position. To support and service our customers in the assigned territory candidates must be based out of the following state: Ohio What You Will Do Instrument Repair & Maintenance Onsite Support & Education: *Reviews and performs basic analysis on repair trending data to identify Customer specific areas of improvement. Recommends and tracks measurable goals in partnership with Customer. *Provides 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. This includes: *Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc. *Direct Care & Handling in-services for OR and SPD/CSS staff as needed. *Receive and send out instruments/devices requiring repair and maintenance per contract requirements *Tracking of send/receive repair process to ensure efficient processes (status, readiness) and follow-up. *Ensures instrument/device inspection for maintenances requirements are managed and recorded per compliance and contract requirements. *Conducts basic data analysis and implements daily operations of value-added activities that relate directly to service portfolio Compliance & Professional Development: *Records surgical asset inspection and maintenance activities for Customer compliance. *Maintains 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). *Complies with STERIS IMS policies and procedures while also adhering to policies and procedures of facility. *Demonstrates ethical, compliant decision making and escalates issues appropriately and timely to leadership and/or internal stakeholders that minimize risk for our Customers and STERIS. *Escalates non-compliance concerns and issues to STERIS IMS leadership regarding regulatory and safety issues. *Leads and participates with sales and operations for Customer in-services and educational offerings provided by STERIS IMS in the facility. This includes achieving and maintaining required certifications and skills needed to perform the role per internal and external requirements. What You Will Do - cont'd Establishes positive business relationships and communications with stakeholders as a representative of the STERIS brand Reviews activities completed and recommendations with Customers both ad-hoc or as part of formal busines

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