Senior Field Services Engineer

STERIS Corporation•Mentor, OH

7d•$92,650 - $110,000•Hybrid

About The Position

The Senior Field Services Engineer provides product, clinical, and technical expertise for assigned product areas. The role supports serviceability and reliability reviews, develops service documentation, provides high-level troubleshooting and technical support, supports new product development, and delivers initial product training to technical support personnel and service trainers. The engineer responds to verbal and written support requests using department phone, computer, and hardware systems, resolving technical issues for internal and external customers of STERIS Healthcare products. The role also follows complaint-handling procedures and initiates corrective action when needed. This is a hybrid role requiring onsite work at the Mentor, Ohio Corporate Headquarters two days per week. The position may be located at other STERIS facilities as needed. Travel to customer sites may be required, and the engineer may provide on-call, after-hours technical support when required.

Requirements

Bachelor’s degree in Engineering or a related field.
At least five years of work experience servicing and repairing mechanical equipment, or equivalent experience in the field.
Computer skills, including word processing, spreadsheets, and email.
Excellent organization, oral communication, and written communication skills.
Excellent punctuality and attendance.
Ability to resolve technical issues effectively and communicate about them by telephone.

Nice To Haves

Experience servicing and repairing healthcare equipment.
Experience reviewing and developing procedures for new products.

Responsibilities

Provide technical and part-identification support for internal and external customers on STERIS products, including sales, service, and operational support.
Respond professionally to incoming calls and emails in line with department standards and customer demand requirements.
Troubleshoot products, document critical failures in the corporate quality reporting system, initiate corrective action, and escalate issues to appropriate engineering personnel.
Serve as an escalation point for complex technical issues and support engineers, technical support personnel, field service associates, sales associates, and customers.
Provide initial product training to Technical Support, Service Trainers, and Field Technicians, and coordinate the transition of training and product-support responsibilities to the relevant departments.
Conduct independent design reviews for serviceability and reliability; generate service plans; develop service documentation and procedures; define service parts; outline service training; and track equipment performance.
Initiate service bulletins or draft communications about product changes, parts substitutions, and maintenance modifications.
Participate in product and computer-skills update training and maintain knowledge of current and discontinued STERIS Healthcare products.
Maintain technical support reference materials and recommend changes to maintenance manuals, engineering drawings, and other service-support documentation.
Provide on-call, after-hours technical support when required.
Participate in qualification and serviceability reviews of new and existing STERIS Healthcare products.
Escalate technical, quality, and safety-related product complaints for corrective action.
Provide periodic product-specific and technical-skills training to department associates.
Communicate with customers and technicians in classroom settings as required.
Travel to customer sites when required to assist with field activity.