Product Support Specialist II

2 weeks ago

Mentor, Ohio, United States STERIS Full time
Job Summary

STERIS is seeking a highly skilled Product Support Specialist II to provide technical support for complex and unique issues related to capital equipment. The successful candidate will be responsible for assessing and addressing all incoming issues, collaborating with stakeholders, and resolving critical customer issues in a timely and effective manner.

Key Responsibilities
  • Act as the front-line interface for technical support and escalation point for complex and escalated technical troubleshooting.
  • Provide expert-level technical support and expertise on a broad range of STERIS capital equipment products to internal and external customers.
  • Troubleshoot STERIS products, document critical failures, and develop solutions for high-level issues.
  • Diagnose mechanical, hardware, software, and systems failures using remote monitoring software and diagnostic tools.
  • Maintain equipment-related technical proficiency across multiple capital equipment product lines.
  • Identify areas of opportunity to improve the overall employee and customer experience.
  • Collect and assess complex engineering data to determine opportunities for improvement.
  • Partner with engineering, R&D, and field leadership to identify trends and issues that require resolution or feedback.
Requirements
  • Associate's degree or equivalent with at least 7 years of related experience servicing and repairing biomedical type equipment or related equipment.
  • 12 years of related experience without an associate's degree.
  • Demonstrated advanced technical problem-solving, data analysis, and collaboration skills, coupled with extraordinary customer experience skills.
  • Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs.
Preferred Experience
  • Ability to read electrical schematics and mechanical drawings and troubleshoot associated issues.
  • Demonstrated mechanical aptitude and ability to use meters, gauges, and hand tools.
  • Demonstrated understanding of risk and compliance requirements for specific equipment types and processes in a medical/hospital setting.
  • Excellent verbal and written communication skills, both with internal employees and customers and external vendors.
What STERIS Offers

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. We offer a competitive salary, healthcare benefits, tuition assistance, paid-time off, holidays, matching 401(k), annual merit, and incentive plans. Join us and help write our next chapter.

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