Customer Repair Support Specialist I

STERIS•Phoenix, AZ

13d•Onsite

About The Position

At STERIS, the Customer Repair Support Specialist I provides onsite services to Instrument Management Services (IMS) customers within a market geography. The role covers the Phoenix, Arizona territory and focuses on analyzing repair trends, managing inventory, and engaging with customers to reduce or limit device and instrument repairs and help ensure surgical assets are Procedure Ready. The specialist applies knowledge of instruments and devices to conduct analysis, solve problems, evaluate processes, and educate customers. The role delivers value-added activities to support contract value, customer retention, and engagement, while working cross-functionally with sales and operations to identify opportunities and resolve issues.

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 or maintenance.
Ability to meet hospital/customer credentialing requirements.
Ability to travel up to an unspecified percentage.

Nice To Haves

Basic understanding of medical instrumentation and device repair and maintenance.
Relevant customer account management or process management experience.
Related certification or degree completion may be considered toward the required years of experience based on business needs.

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 avoidance and compliance plans.
Lead Proactive Maintenance Inspections (PMI) for service portfolio assets, including flexible and 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 and follow up to ensure efficient status and readiness.
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 and SPD, GI, or specialty department managers, as a representative of STERIS.
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 drive proactive planning as applicable.
Communicate regularly with the STERIS IMS Account Manager, Operations, and internal support teams to meet customer needs and promptly resolve issues.
Maintain compliance with applicable Department of Health, JCAHO, OSHA, CDC, AAMI, AORN, and OEM Instructions for Use standards and requirements.
Comply with STERIS IMS policies and procedures and those of the customer facility.

Benefits

Base salary plus incentive compensation program and eligibility for bonus participation.
Vehicle reimbursement plan, including a monthly stipend and mileage reimbursement.
Cell phone stipend.
Robust training program.
Paid time off and nine corporate holidays per year.
Healthcare, dental, and vision benefits.
Healthcare and dependent flexible spending accounts.
Long- and short-term disability coverage.
401(k) with company match.
Parental leave.
Tuition reimbursement program.
Additional add-on benefits and discounts.