Product Support Specialist II - Software

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 a Product Support Specialist II you will provide enterprise level technical support to Customer, Partners and the Field Service Team to ultimately drive complete resolution to complex issues as part of the second tier of response. As a product expert with deep product knowledge, in STERIS software solutions, hospital IT environments – including both LINUX and WINDOWS environments, you will be expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience. You will be called at times of critical Customers issues with no apparent method to resolve technical issues. You must manage the situation to de-escalate the situation while resolving the issue(s).  This may include physically going onsite to assist the Customer or Steris Installer/Field Tech with an escalated issue. In this role you will manage all escalated issues that require Engineering/R&D support. In addition, you will be knowledgeable in hospital IT environments, deep understanding of IT Network setup and configuration, troubleshooting connectivity issues between Hospital Network and Services hosted on STERIS Cloud and integration of STERIS Equipment and Services hosted on STERIS Cloud c. As a Product Support Specialist II you will be responsible for documenting solutions to problems and developing end-user guidelines. You may provide on-site training to users, participate in the testing and evaluation of new features, and implement prototypes. You will also configure, test and deploy software applications, contribute to root cause analysis & counter measures that improves STERIS’s Products and Solutions.

In this role you will leverage remote diagnostics, your expert experience with the products and in-depth understanding of the theory of operation/safety hazards for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting IT Network/software and Integration between STERIS Products deployed in Customer premises and Services hosted on STERIS Cloud. You will help identify hardware, software and firmware bugs, and will refer complex issues to cross functional teams.

This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 3 days per week. This role has a working schedule of 8:00am to 5:00pm PST. 

What You'll do as a Product Support Specialist II- Software

Case Management- 50-75%

• Provide escalated technical support working with Technical Support Specialists I, II, the local field service teams and Customers to diagnose and address field repairs.
• Discover, evaluate, create and initiate service communications to inform service force of product hardware and software changes, parts substitutions, and maintenance modifications.
• Work closely with hospital IT to set up and support different connection methods.
• Assemble, install and configure connectivity products/software, networks and indoor location systems in hospitals or via remote methods.
• Understand and analyze log files for advanced troubleshooting, issue resolution, and escalation ticket creation.
• Write, test, deploy, and troubleshoot software scripts and troubleshootings instructions.
• Interpret and understand software code for diagnostic and troubleshooting purposes.
• Remotely assist with on-site software implementation and user training.
• Provide guidance in hospital-specific IT environments to guide Customers on deployment of software compliant with HIPAA, HITRUST and other related/emerging compliance requirements.
• Manage full software integration projects with Customer, internal, and external partners.

Technical Support 25-50%

• Help remotely support installation and software upgrade issues.
• Provide expert level technical support and expertise on a broad range of STERIS products integration with Software Services hosted on STERIS Cloud.
• Troubleshoot STERIS products, document all critical failures in real time, independently develop solutions and initiate corrective action for high level issues while working directly working with field technicians, sales associates and/or customers to prevent future issues.
• Deploy IT security (CyberSecurity) standards to Customer facilities.
• Identify areas of opportunity to improve the overall Employee and Customer experience. Offer alternative solutions where appropriate with the objective of developing Customer loyalty.
• Collect and assesse log and product/application performance data to determine opportunities for all STERIS product