Surgical Operating Room Support Specialist

2 weeks ago

Phoenix, Arizona, United States STERIS Full time
Job Title:

Surgical Operating Room Customer Support Specialist

Job Summary:

The Surgical Operating Room Customer 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.
  • Identifies business and customer initiatives by raising awareness of areas for improvement and conducts basic data analysis to implement daily operations of value-added activities that relate directly to the service portfolio.
  • Establishes positive business relationships and communications with stakeholders as a representative of the STERIS brand and reviews activities completed and recommendations with customers both ad-hoc or as part of formal business reviews.
  • Collaborates with customer perioperative teams - surgical coordinators, SPD, or specialty department managers to plan and implement solutions, which may include specific, measurable goals.
  • Communicates regularly with the STERIS IMS account manager and operational and other internal support teams to ensure customer needs are met daily and any issues are resolved promptly.
  • Records surgical asset inspection and maintenance activities for customer compliance and 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).
  • 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, achieving and maintaining required certifications and skills needed to perform the role per internal and external requirements.
  • Promotes best demonstrated practices with coworkers through open communication and continuous improvement of skills.
  • Assists in providing timely resolution to issues or concerns and completes documentation required by STERIS IMS related to Standard Operating Procedures or facility policies.
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 may include customer account management, process management.
  • Basic 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.
  • Proven collaboration and problem-solving.
  • Must be knowledgeable and able to work efficiently within the Microsoft Office suite (including Word and Excel) and capable of learning and working efficiently in ERP systems.
Preferred:
  • Preferred surgical OR clinical experience.
What We Offer:
  • Competitive pay.
  • Annual merit review and incentive plans.
  • Mileage reimbursement.
  • Company-provided credit card, cell phone allowance, and 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.
  • Tuition assistance.
  • Opportunities for advancement.
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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