Customer Repair Support Specialist

STERIS•Greenville, NC

13d•Onsite

About The Position

At STERIS, the Customer Repair Support Specialist provides onsite services to Instrument Management Services (IMS) Customers across a market geography. The role focuses on repair trend analysis, inventory management, and Customer engagement 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 also delivers value-added activities to support contract value, Customer retention, and engagement. This field-based Customer support role covers the Greenville, North Carolina territory, including eastern North Carolina. The specialist works 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 travel up to 20%.
Ability to meet hospital and Customer credentialing requirements.

Nice To Haves

Basic understanding of medical instrumentation and device repair and maintenance.
Relevant experience in Customer account management or process management.
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 cost avoidance and establish compliance plans 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 out instruments or devices requiring repair and maintenance according to contract requirements.
Track the send-and-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 communications 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 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).
Comply with STERIS IMS policies and procedures and those of the facility.

Benefits

Base salary plus incentive compensation program.
Vehicle reimbursement plan, including a 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.