Customer Repair Support Specialist II - Baltimore, MD

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 II 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 is a remote based Customer facing position. To support and service our Customers in this assigned territory candidates must be based out of one of the following states: Maryland.

What will you 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:

• Required 
  • H.S. 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.   
  • 3 years of experience in a hospital environment (sterile processing department (SPD), operating room (OR) device repair/maintenance) 
  • 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.  
  • 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.
  • Related certification or degree completion may be considered toward required years of experience based on business needs. 
  • Must be able to be compliant with hospital/customer credentialing requirements. 

 

• Preferred 
  • SPD Technician Certification
  • Clinical experience
  • Other relevant experience may inclu