Medical Equipment Service Specialist (Team Lead)

Are you mechanically inclined with a knack for hands-on work? Do you enjoy a flexible schedule and working independently? Do you thrive in a fast-paced environment where you can make a difference every day by solving complex problems and providing an exceptional customer experience? If you want to work for a great company where you will have the opportunity to advance your career, join our growing team as an Equipment Service Specialist.This is STERIS' newest field division, focused on GI/Endoscopy low temperature washers and sterilizers, and its products are closely tied to STERIS' most prolific product line of washers and sterilizers. Come advance your career with us in this role!

The Equipment Service Specialist (Team Lead) is a Trusted Advisor to STERIS Customers in maintenance and procurement of medical devices and consumable products as part of a high performing team. In this role, our ES Specialist performs expert level skills in providing on-site preventative maintenance, troubleshooting, repair, equipment modification and installation support on the most complex mechanical, electro-mechanical and electronic issues in a high stress, fast paced, highly compliance regulated healthcare environment. Working with cross-functional teams (Tech Support, Engineering, Service Contract Management), the ES Specialist acts as escalation point to diagnose, coordinate, and resolve the most complex equipment and service issues working cross functionally. This includes deep expertise in specific equipment/service technologies that provide support to entire Customer base including competitive equipment.

Customer Focus & Retention - 30%

Technical Professional, Compliance-Regulatory and Continuous Improvement - 50%

Customer Growth - 20%

This is a remote based Customer facing position. To support and service our Customers in this assigned territory candidates must be based out of one of the following states: New Hampshire. This territory covers the Eastern (EST) time zone of the U.S. and will require overnight travel. Initially, 75% of the work will be focused on New York City, Long Island, and New Jersey with 25% of the work covering the eastern time zone in general.

• Drives Customer satisfaction as a first point of contact through pro-active, professional communication and commitment to resolving Customer's issues/problems expediently.
• Utilize Customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures. Fulfill vendor credentialing in accounts as needed.
• Manages STERIS assets utilizing electronic inventory management platform to maintain inventory, tools, personal protective equipment, vehicle, etc. to prescribed levels.
• Perform fundamental troubleshooting, repairs, and maintenance of STERIS and competitive equipment, systems and components.
• Manages time effectively by prioritizing Customer and business needs and schedules autonomously to complete PM performance, service calls, warranty calls, equipment installations, field upgrade programs and other duties.
• Perform daily administrative duties using multiple application platforms and technology equipment (laptop, smartphone, related software). This includes, but is not limited to scheduling, effective communication, managing parts trunk stock, daily completion of service reports and activities while on-site; Learning new technologies and software applications as they become available to improve productivity.
• With management support, build relationships with Sales to drive Customer experience and revenue opportunities. Learn to identify sales opportunities in assigned territory, and builds competency to be a trusted advisor, communicate leads to management and sales staff.
• The technician will provide Customers with information, pricing and options, utilizing clear, proactive communications during all service phases to optimize Customer operations and provide a One of A Kind experience.

• High School Diploma or GED with minimally 8 years of progressive work experience., including a minimum of 4 or more years experience maintaining and repairing STERIS equipment, or combined experience with STERIS and competitive equipment and 2 years highly regulated industry (healthcare, medical equipment, oil, and gas).
• Successful in achieving ESS II training and promotional requirements.
• Proven Customer engagement skills, including effective written and verbal communication skills and ability to drive collaborative solutions with sales, install and Customer contacts. Demonstrates adaptability, solicitation of diverse views and models respect and collaboration.
• Experienced change agent, with ability to manage own workload and help balance work across the team, models initiative and continuous learning.
• Basic computer skills (MS windows/email, navigation, mobile app, data input into multi systems).
• Professional written and verbal communication skills, including translating complex issues into concise easy to understand solutions.
• Valid driver's license and the ability meet all required background and physical assessment elements to obtain & maintain existing and new vendor credentialing requirements.
• Ability to work flexible hours, sometimes outside "normal business hours" and including overnight travel (amount may vary based on district geography).
• Ability to establish effective home office (High Speed internet, conducive working space, secure company owned equipment and info).
• Must be able to be compliant with hospital/customer credentialing requirements.

*Associates degree or related certifications in technical/mechanical area, competitive equipment training or related military experience may be considered towards technical experience requirement.

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