Customer Repair Support Specialist

1 week ago

Baltimore, Maryland, 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 and recommends measurable goals in partnership with the 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.
  • 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.
Requirements:
  • HS Diploma and minimum 4 years relevant experience, including minimum of one year of hospital (OR/SPD, device repair & maintenance or related) or other relevant experience.
  • Understanding of medical instrumentation and device repair and maintenance strongly preferred.
  • Ability to work onsite with healthcare customers with some flexibility in work hours as needed, with occasional overnight travel as needed to meet customer and training requirements.
  • Strong professional verbal and written communication skills.
  • Demonstrated ability to learn and effectively translate knowledge to meet customer needs per contract and compliance requirements.
  • Ability to work in a matrix environment supporting customers and internal stakeholders, including other STERIS onsite team members assigned to customer accounts.
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.

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