Customer Repair Support Specialist
About The Position
At STERIS, the Customer Repair Support Specialist provides onsite services to Instrument Management Services (IMS) customers within a market geography. The role analyzes repair trends, manages inventory, and engages with customers to reduce or limit device and instrument repairs and help ensure surgical assets are Procedure Ready. It applies specialized knowledge of instruments and/or devices to support analysis, problem-solving, process evaluation, and customer education. The specialist delivers value-added activities to support current contract value and improve customer retention and engagement, working across sales and operations to identify opportunities and address issues. This is a field-based position covering the Birmingham, Alabama territory, with travel up to 20%.
Requirements
- High school diploma.
- 4 years of relevant experience.
- 1 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 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 under 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 instruments or devices requiring repair and maintenance according to contract requirements.
- Track the send/receive repair process, including status, readiness, and follow-up, to support 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 communications with customers, including Surgical Coordinators and SPD, GI, or Specialty Department Managers, as a representative of the STERIS brand.
- Review completed activities and recommendations with customers, 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, AORN, and OEM Instructions for Use (IFU) requirements.
- Follow STERIS IMS policies and procedures and the policies and procedures of customer facilities.
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 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
