Customer Repair Support Specialist I

STERIS Instrument Management Services, Inc.•Phoenix, AZ

7d•$23 - $30•Onsite

About The Position

As an IMS Customer Repair Support Specialist at STERIS, you provide onsite services to Instrument Management Services (IMS) customers within a market geography. The role includes analysis of repair trends, inventory management, and customer engagement. You use specialized knowledge of instruments and/or devices to analyze issues, solve problems, evaluate processes, and educate customers, with the goal of reducing or limiting repairs and keeping surgical assets procedure ready. You also deliver value-added activities that support contract value, customer retention, and engagement, and work cross-functionally with sales and operations to identify opportunities and resolve issues. This is a field-based support role covering the Phoenix, Arizona territory. You will support assigned facilities through repair-trend analysis and solution delivery, proactive maintenance inspections, staff in-services, and repair-process coordination. You will maintain customer relationships, communicate recommendations, and follow applicable regulatory, industry, manufacturer, STERIS, and facility requirements.

Requirements

High school diploma.
Four years of relevant experience.
One year of experience in a hospital environment, such as an operating room, sterile processing department, or device repair/maintenance.
Ability to meet hospital/customer credentialing requirements.
Ability to travel; the stated travel percentage is left unspecified in the posting.

Nice To Haves

Basic understanding of medical instrumentation and device repair and maintenance.
Relevant customer account management or process management experience.

Responsibilities

Review and perform basic analysis of repair-trending data to identify customer-specific areas for improvement.
Provide repair-trend analysis and solutions to assigned facilities to support cost savings or cost avoidance and effective customer operations.
Lead Proactive Maintenance Inspections (PMI) for service portfolio assets, including flexible endoscopes, rigid endoscopes, and surgical devices.
Provide Direct Care & Handling in-services for Operating Room and Sterile Processing Department staff as needed.
Receive and send instruments or devices requiring repair and maintenance according to contract requirements.
Track the send-and-receive repair process, including status, readiness, efficiency, and follow-up.
Ensure instrument and device inspections for maintenance requirements are managed and recorded according to compliance and contract requirements.
Establish positive business relationships and communicate with customers, including Surgical Coordinators, SPD staff, and GI or Specialty Department Managers, as a representative of the STERIS brand.
Review completed activities and recommendations with customers, either ad hoc or as part of formal business reviews.
Collaborate with customers to review, report, and reset activities, including care and handling processes, and support proactive planning.
Communicate regularly with the STERIS IMS Account Manager, Operations, and other internal support teams to meet customer needs and promptly resolve issues.
Maintain compliance with Department of Health, JCAHO, OSHA, CDC, AAMI, and AORN standards, as well as Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).
Follow STERIS IMS policies and procedures and those of the customer facility.