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Customer Support Specialist

2 months ago

Youngstown, Ohio, United States STERIS Full time
Job Title:

Customer Repair Support Specialist

Job 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 to reduce or limit the need/number of device and instrument repairs and ensure surgical assets are procedure-ready.

Key Responsibilities:
  • Reviews and performs basic analysis on repair trending data to identify customer-specific areas of improvement.
  • Provides analysis of repair trending and solution delivery to assigned facilities to support cost savings/cost avoidance and compliance plans.
  • Leads proactive maintenance inspections (PMI) for service portfolio assets, including flexible endoscopes, rigid endoscopes, surgical devices, etc.
  • Directs care and handling in-services for OR and SPD/CSS staff as needed.
  • Receives and sends out instruments/devices requiring repair and maintenance per contract requirements.
  • Tracks send/receive repair process to ensure efficient processes (status, readiness) and follow-up.
  • Ensures instrument/device inspection for maintenance 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.
Requirements:
  • 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 the 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.
What We Offer:

As a representative of the STERIS brand, you will establish positive business relationships and communications with stakeholders. You will review activities completed and recommendations with customers both ad-hoc or as part of formal business.