Product Support Specialist Details

Product Support Specialist

STERIS - Mentor, OH

Employment Type : Full-Time

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

The Product Support Specialist provides enterprise level technical support to Customer, Partners and the Field Service Team to ultimately drive complete resolution to complex issues as part of the second tier of response. As product expert with deep product knowledge, he or she is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience. The Specialist will be called at times of critical Customers issues with no apparent method to resolve technical issues. They must manage the situation to de-escalate the situation while resolving the issue(s).

The specialist leverages remote diagnostics, their expert experience with the products and in-depth understanding of the theory of their operation/safety hazards for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting and corrective maintenance advice related to complex controls, electrical, mechanical, piping and electronics issues.

• Act as the front-line interface for Field Service Representatives, Specialists and Customers as it relates to technical troubleshooting. Assists with the development of support strategy and reports on the status of the repair as required.
• Provides expert level technical support and expertise on a broad range of STERIS products, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer or hardware systems. Assists others on-site (Customer) troubleshooting/technical support as required.
• Troubleshoots STERIS products, documents all critical failures in real time, independently develops solutions and initiates corrective action for high level issues while working directly working with field technicians, sales associates and/or customers to prevent future issues.
• Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools
• Maintain equipment-related technical proficiency across multiple product lines.
• Identify areas of opportunity to improve the overall Employee and Customer experience. Offer’s alternative solutions where appropriate with the objective of developing Customer loyalty.
• Collects and assesses engineering data to determine opportunities for all STERIS product and process improvement.

• Assist in the development and enhancements to service procedures as a result of thorough analysis and technical problem solving by collecting, assessing engineering data to determine opportunity for improvement.
  • Initiates new maintenance manual updates to be released for use by STERIS Customers.
  • Subject matter expert for the creation of new job aids (flow-charts, videos, 3D animations, etc)
  • Collect & analyze data for root cause problem solving of complex problems.
  • Assist in the development of implementation plans for corrective actions.
• Develops and conducts periodic product specific and technical skill training to technicians and Customers in a classroom environment. Participates in regular product and computer skills update and new product release training to maintain and enhance technical support skills.
• Perform initial review of technical documentation and association of Product, Problem, Resolution & parts for service data bases.
• Develop service kits and qualify service replacement parts.
• May be needed to travel to a site to resolve a complex issue.
• Key contributors to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed.

• Candidates with an Associate’s degree or equivalent must have at least seven (7) years related field experience servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.); prior experience as a FSR 3 or Technical Specialists or equivalent is required.
• Demonstrated advanced technical problem-solving skills coupled with extraordinary Customer experience skills.
• Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLA’s.
• Must have ability to read mechanical drawings, electrical schematics, troubleshoot associated issues & isolate a fault to a cause by gathering relevant facts from caller.
• Demonstrated mechanical aptitude (hands-on capability, etc).
• Demonstrated ability to use meters, gauges, and hand tools.
• Excellent organizational and time management skills.
• Demonstrates excellent verbal and written communication, both with internal employees as well as Customers and external vendors.
• Strong aptitude to new technology and ever-changing computer skills.

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.