Sterile Processing Customer 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. You analyze repair trends, manage inventory, and engage with customers to reduce or limit device and instrument repairs and ensure surgical assets are Procedure Ready. Using specialized knowledge of instruments and/or devices, you perform analysis, problem-solving, process evaluations, and customer education. You deliver value-added activities to support contract value, customer retention, and engagement, and work cross-functionally with sales and operations to identify opportunities and resolve issues. The territory covers the greater Indianapolis area. This role supports customer facilities through repair-trend analysis, proactive maintenance inspections, care-and-handling education, repair logistics, compliance, and ongoing customer communication. The position requires travel within the territory and compliance with hospital and customer credentialing requirements.
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 within the territory.
- Ability to comply with hospital/customer credentialing requirements.
- Related certification or degree completion may be considered toward 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 effective customer operations 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 staff as needed.
- Receive and send instruments or devices requiring repair and maintenance in accordance with contract requirements.
- Track the repair send-and-receive process, including status, readiness, and follow-up, to ensure efficiency.
- 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 and SPD, 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, as well as Original Equipment Manufacturer Instructions for Use.
- Follow STERIS IMS policies and procedures and the policies and procedures of customer facilities.
Benefits
- Base salary plus incentive compensation program and eligibility for bonus participation.
- 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 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
Education Level
High school or GED
