Surgical Customer Support Specialist

5 days ago

Phoenix, Arizona, United States STERIS Full time
About the Role

We are seeking a highly skilled and experienced Surgical Customer Support Specialist to join our team at STERIS. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their surgical assets are procedure-ready and meeting their needs in a timely and efficient manner.

Key Responsibilities
  • Review and analyze repair trending data to identify areas for improvement and recommend measurable goals to customers.
  • Collaborate with customers to identify business and customer initiatives, raising awareness of areas for improvement and implementing daily operations of value-added activities.
  • Establish positive business relationships and communications with stakeholders as a representative of the STERIS brand.
  • Review activities completed and recommendations with customers, both ad-hoc and as part of formal business reviews.
  • Collaborate with customer perioperative teams to plan and implement solutions, including specific, measurable goals.
  • Communicate 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.
  • Record surgical asset inspection and maintenance activities for customer compliance.
  • Maintain 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).
  • Comply with STERIS IMS policies and procedures while also adhering to policies and procedures of the facility.
  • Demonstrate ethical, compliant decision-making and escalate issues appropriately and timely to leadership and/or internal stakeholders that minimize risk for our customers and STERIS.
Requirements
  • High School 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.
  • 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 skills.
  • 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.
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
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.

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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