Technical Support Specialist - Capital Equipment Details

Technical Support Specialist - Capital Equipment

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 Technical Support Specialist - Capital Equipment provides technical support to Customer, Partners and the Field Service Team to drive complete resolution of common or moderately complex issues This role is expected to quickly address all incoming inquires delivering timely service by phone while delivering an overall extraordinary Customer experience. They must manage the situation to de-escalate the situation while resolving the issue(s), which may include escalating and collaborating with Product Support Specialists and other stakeholders.

**Please note: This is a Mentor Ohio based role. As a Technical Support Specialist you will work at our Mentor, OH US Headquaters!**

The specialist leverages remote diagnostics, their experience with the products 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 controls, electrical, mechanical, piping and electronics issues. This role focuses on low to moderate technical issues and proven abilities to identify appropriate timely escalation and resolution.

• 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 technical support and expertise on a broad range of STERIS capital equipment 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.
• 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.
• 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.
• Partners with leader to identify and develop expertise in specific capital equipment types to support field teams and business growth and change related to new equipment releases and planned obsolescence.
• Assist in the development and enhancements to service and technical training 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 annimations, etc)
  • Collect & analyze data for root cause problem solving of complex problems.
  • Assist in the development of implementation plans for corrective actions.
• 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.
• Occasionally, supports Service Engineer on NPD Serviceability Review and other key activities on new product development as needed.

• Candidates must hold a Vocational or Technical Degree at minimum, Associates Degree or higher preferred.
• Candidates must have a minimum of four (4) years related field ex servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.) or equivalent.
• Demonstrated technical problem solving skills coupled with extraordinary Customer experience skills.
• Proven aptitude in managing multiple task in a fast-paced, dynamic environment while meeting critical SLA’s.
• Must demonstrate a exceptional level of Customer experience to internal and external customers
• Must have ability to read electrical schematics and mechanical drawings, 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.
• Must demonstrate a high level of professionalism, confidentiality, and integrity.
• Must be a highly motivated, self-starter who can work in a fast-paced environment and handle multiple projects simultaneously.
• Must be able to effectively interface with various departments and levels inside and outside of the organization in order to expedite tasks.
• Ability to prioritize work, handles multiple tasks simultaneously, set goals and enforce deadlines, while maintaining flexibility to reassess and re-prioritize.
• Strong aptitude to new technology and ever-changing computer skills.

This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldn’t be where it is today without our incredible, talented people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. The individual’s level of expertise and effectiveness in mastering the duties, skills, and ability to build specialized skills and knowledge in specific capital equipment types will provide a career pathway to Product Support Specialist I role opportunities.

We offer a comprehensive benefits package, including:

• Competitive pay
• Annual merit bonus and incentive plans
• Extensive hands-on training and development
• Medical, vision, dental and life insurance
• 401(k) with a company match
• Paid vacation time and paid holidays
• Tuition assistance
• Opportunities for advancement

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STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates 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.