Surgical Operating Room Customer Support Specialist

3 weeks ago

Phoenix, Arizona, United States STERIS Full time
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 with the intent 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. Recommends and tracks measurable goals in partnership with Customer.
  • Identifies Business and Customer initiatives by raising awareness of areas for improvement.
  • Conducts basic data analysis and implements daily operations of value-added activities that relate directly to service portfolio.
  • 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 business reviews.
  • Collaborates with Customer perioperative team(s) - 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.
  • 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.
Requirements
  • HS Diploma and minimum 4 years relevant experience, including minimum of one year of hospital (OR/SPD, Device Repair & Maintenance or related) Other relevant experience may include Customer account management, process management. Related certification or degree completion may be considered toward required years of experience based on business needs.
  • 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). Must be capable of learning and working efficiently in ERP systems. Must be capable of learning additional software as required.
About STERIS

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

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