Customer Repair Support Specialist
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 so surgical assets are Procedure Ready. You use specialized knowledge of instruments and/or devices for analysis, problem-solving, process evaluation, and customer education. You also deliver value-added activities to support contract value, customer retention, and engagement, working across sales and operations to identify opportunities and issues. This field-based role covers the Birmingham, Alabama territory and requires travel of up to 20%.
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%.
- Must be able to comply with 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 repair-trending data and perform basic analysis to identify customer-specific improvement areas.
- Analyze repair trends and deliver solutions to assigned facilities to support cost savings or cost avoidance and compliance plans.
- 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 out instruments or devices requiring repair and maintenance according to contract requirements.
- Track the send/receive repair process, including status, readiness, and follow-up, to ensure efficient processes.
- 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, GI, and 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 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 Department of Health, JCAHO, OSHA, CDC, AAMI, and AORN standards and Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).
- Follow 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 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
