Customer Repair Support Specialist II - Raleigh, NC

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

The Customer Repair Support Specialist II provides onsite services to Customers (Operating Room Health Care Facilities) within a Market Geography, including analysis of repair trending, inventory management, and Customer Engagement with the intent to reduce or limit the need/number of Device and Instrument repairs and ensure surgical assets are Procedure Ready. This role uses specialized knowledge in instruments and or devices to achieve effective analysis, problem-solving techniques, process evaluations, customer education and delivers value-added activities to drive current contract value and enhance Customer retention and engagement.  This role works cross functionally with sales and operations to identify opportunities and issues and are a part of the account team that delivers solutions to Customers.

 

This is a remote based Customer facing position. To support and service our Customers, candidates must be based out of the following states: North Carolina

What we offer

• Competitive pay
• Annual merit review and incentive plans
• Mileage reimbursement
• Company provided credit card, Cell Phone Allowance & 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
• Paid time off that accrues from day one and paid holidays
• Tuition assistance
• Opportunities for advancement

What you will do

• Reviews and performs basic analysis on repair trending data to identify Customer specific areas of improvement. Recommends and tracks measurable goals in partnership with Customer.
• Identifies Business and Customer initiatives by raising awareness of areas for improvement.
• Conducts basic data analysis and implements daily operations of value-added activities that relate directly to service portfolio.
• 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 or Specialty Department Managers to plan and implement solutions, which may include specific, measurable goals.
• 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.
• 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 facility.
• Demonstrates ethical, compliant decision making and escalates issues appropriately and timely to leadership and/or internal stakeholders that minimize risk for our Customers and STERIS.
• Escalates non-compliance concerns and issues to STERIS IMS leadership regarding regulatory and safety issues.

What you will need

• HS Diploma and minimum 6 years relevant experience including minimum of 3 years’ experience in a hospital environment (SPD/OR/Medical Device).   Other relevant experience may include Customer account management, process management, reporting/analysis or sales enablement. Related certification or degree completion may be considered toward required years of experience based on business needs. Intermediate understanding of medical instrumentation and devices strongly preferred. 
• Demonstrated ability to support new hire CIA I training and basic guidance and act as back up support to Supervisor on occasion. 
• Proven knowledge, Customer Satisfaction, and problem-solving skills to support escalated Customer issues and/or provide back up support to Supervisor to ensure smooth operations and positive outcomes.
• Ability to travel daily in reliable transportation, maintain valid driver’s license vehicle insurance and meet daily travel requirements utilizing personal vehicle.