Customer Repair Support Specialist I

Customer Repair Support Specialist I

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

As an IMS Customer Repair Support Specialist at STERIS, you provide onsite services to Instrument Management Services (IMS) Customers within a market geography. This includes analysis of repair trending, inventory management, and Customer engagement. Your goal is to reduce or limit the amount of device and instrument repairs to ensure surgical assets are Procedure Ready. You will use specialized knowledge in instruments and / or devices to achieve effective analysis, problem-solving techniques, process evaluations, and Customer education. You will deliver value-added activities to drive current contract value and enhance Customer retention and engagement. You will work cross functionally with sales and operations to identify opportunities and issues.

This territory covers Tulsa, OK.

What You Will Do As A Customer Repair Support Specialist :

• Review and perform basic analysis on repair trending data to identify Customer specific areas of improvement.
• Provide analysis of repair trending and solution delivery to assigned facilities, to support cost savings / cost avoidance and compliance plans are in place for effective Customer operations.
• Lead Proactive Maintenance Inspections (PMI) for service portfolio assets : i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc.
• Provide Direct Care & Handling in-services for Operating Room and Sterile Processing Department (SPD) staff as needed.
• Receive and send out instruments or devices requiring repair and maintenance per contract requirements.
• Track send / receive repair process to ensure efficient processes (status, readiness) and follow-up.
• Ensure instrument / device inspection for maintenance requirements are managed and recorded per compliance and contract requirements.
• Establish positive business relationships and communications with Customers (Surgical Coordinators, SPD, GI or Specialty Department Managers) as a representative of the STERIS brand.
• Review activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews.
• Identify and collaborate with Customers to review, report and reset activities, such as appropriate care and handling processes, and drive proactive planning as applicable.
• Communicate regularly with the STERIS IMS Account Manager, Operations, and other internal support teams to ensure Customer needs are met daily and any issues are resolved promptly.
• 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 those of the facility.

The Experience, Skills And Abilities Needed :

What STERIS Offers :

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer :

Pay range for this opportunity is $20.84 - $26.97. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county / city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio.