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Customer Support Specialist

2 months ago

Baton Rouge LA USA, United States STERIS Full time

About the Role:

The Customer Support Specialist will provide onsite services to customers within a designated market geography, including analysis of repair trends, inventory management, and customer engagement to reduce or limit the need/number of device and instrument repairs. This role will use specialized knowledge in instruments and devices to achieve effective analysis, problem-solving techniques, process evaluations, customer education, and deliver value-added activities to drive current contract value and enhance customer retention and engagement.

Key Responsibilities:

  • Instrument Repair & Maintenance Onsite Support & Education:
    • 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.
    • 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 is managed and recorded per compliance and contract requirements.
    • Conducts basic data analysis and implements daily operations of value-added activities that relate directly to the 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 the facility.
    • Demonstrates ethical, compliant decision-making and escalates issues appropriately and timely to leadership and/or internal stakeholders that minimize risk for 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.
  • Customer Engagement & Communication:
    • 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, GI, or Specialty Department Managers to plan and implement solutions, which may include specific, measurable goals.
    • Identifies and collaborates to review, report, and reset activities as appropriate care and handling processes and drive proactive planning as applicable.
    • 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.

Requirements:

  • HS Diploma or GED required.
  • Associate's degree in Surgical Technology and Sterile Processing Certification preferred.
  • 6-8 years of professional experience, ideally in a clinical environment, with a basic understanding of surgical instruments and medical devices.
  • Excellent presentation skills.
  • Surgical Technology or Sterile Processing experience and training is preferred.