Customer Repair Support Specialist

STERIS Instrument Management Services, Inc.•Greenville, NC

6d•$21 - $28•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 repair-trend analysis, inventory management, and customer engagement, with the goal of reducing or limiting device and instrument repairs and ensuring surgical assets are procedure ready. You use specialized knowledge of instruments and/or devices to perform analysis, solve problems, evaluate processes, and educate customers. You also deliver value-added activities to support contract value, customer retention, and engagement, working cross-functionally with sales and operations to identify opportunities and issues. This is a field-based customer support role covering the Greenville, North Carolina territory, including eastern North Carolina.

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 travel up to 20%.
Ability to meet hospital/customer credentialing requirements.
Related certification or degree completion may be considered toward the required years of experience based on business needs.

Nice To Haves

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

Responsibilities

Review and perform basic analysis of repair-trending data to identify customer-specific areas for improvement.
Analyze repair trends and deliver solutions to assigned facilities to support cost savings or cost avoidance and ensure compliance plans are in place for 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 (SPD) staff as needed.
Receive and send instruments or devices requiring repair and maintenance according to contract requirements.
Track the repair send-and-receive process, including status and readiness, and follow up to ensure efficient processes.
Ensure instrument and device inspections for maintenance requirements are managed and recorded in accordance with 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 appropriate care and handling processes, and drive proactive planning where applicable.
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 established policies and procedures and applicable Department of Health, JCAHO, OSHA, CDC, AAMI, and AORN standards, as well as Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).
Comply with STERIS IMS policies and procedures and those of the customer facility.

Benefits

Base salary plus incentive compensation program.
Vehicle reimbursement plan, including monthly stipend and mileage reimbursement.
Cell phone stipend.
Robust training program.
Paid time off and 9 corporate holidays per year.
Healthcare, dental, and vision benefits.
Healthcare and dependent flexible spending accounts.
Long- and short-term disability coverage.
401(k) with a company match.
Parental leave.
Tuition reimbursement program.
Additional add-on benefits and discounts.
Bonus participation.