Field Service Representative III

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.

• Position acts as Trusted Advisor to STERIS Customers in maintenance and procurement of medical devices and consumable products as part of a high performing team.
• Drive an exceptional Customer experience by providing on-site preventative maintenance, troubleshooting, repair, equipment modification and installation support on complex mechanical, electro-mechanical and electronic units in a high stress healthcare environment.
• Provide superior Customer service by pro-actively interacting and communicating with Customers. Point person for team on difficult Customer issues.
• Utilize advanced technology to complete administrative requirements, aid in troubleshooting issues and improve the overall Customer experience.
• Promote STERIS growth through identifying and recommending products and services to Customers. Demonstrated ability to positively influence Customer decisions.
• Advocate for change. Leads by example and provides encouragement and support to teammates.
• Secondary role is to serve as a mentor to other FSRs and new hires in a sponsorship/leadership role.
• Conducts field training on products, Customer interaction skills and other FSR standard work.
• Safety Champion. Drives a safety culture. Leader on all safety issues – audits, best practices, job hazard analysis.
• Seen by service and sales peers as a leader and strong Customer advocate.

• Drive Customer satisfaction through pro-active communication and commitment to resolving Customer issues/problems expediently. Point person for difficult Customer issues.
• Perform preventive and corrective maintenance required on STERIS product lines, related product lines, and competitive equipment. This includes: disassembling, replacing, or repairing defective parts; rewiring or reassembling as required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by using standard and specialized tools and test equipment (i.e., schematics, diagrams, technical manuals, etc.).
• Actively promote, support and maintain remote monitoring and diagnostic equipment.
• Troubleshoot, repair, modify, overhaul, or refurbish standard and special purpose equipment and systems components.
• Ensure a positive Customer experience by providing timely PM performance, service calls, warranty calls, field upgrade programs, etc. Coordinate/perform large installations in a lead capacity as required. Perform conversions on standard equipment (e.g. Amsco sterilizers) and start up custom equipment as required. Perform site visits for small projects and coordinate activities with local technicians and installers. Scientific Technicians may perform NIST traceable calibrations and IQ/OQ, ECHD, and Custom Control conversions.
• Serves as a leader, role model, mentor, coach, and trainer to other FSRs on Safety and Customer interaction. This may include training their team on new products or processes. Provide guidance and assistance to entry-level and mid-level technicians. Provide coaching and direction to assist other FSRs during on-boarding, and mentor more experienced FSRs to improve performance.
• Conduct or assist DSM with inventory procedures to ensure inventory levels are maintained according to company policy.
• Utilize technology (laptop computer and related software and applications) to perform administrative duties as assigned to ensure effective planning, utilization, and required paperwork completion. This includes, but is not limited to: plan daily and weekly schedule to achieve optimum utilization, fax schedule to District Service Manager at the beginning of each week; communicate schedule changes to the Customer Service Department daily; computer synchronization daily; complete service reports and activities on-site; maintain on-site Customer Service Logs/Total Maintenance Care books according to STERIS procedures; and maintain tools and parts inventory to prescribed levels as required by District Service Manager.
• Responsible for project work as assigned by District Service Manager related to current service initiatives and workplace safety.

• Establish and maintain effective, communicative relationships with Customers, managers, support functions and the sales organization. Pro-actively respond to and resolve Customer problems/issues. Utilize provided product and industry knowledge to assure Customer’s expectations of service are exceeded.
• Recommend product enhancements based on knowledge of the Customer’s equipment applications and processes. Increase company growth through identifying sales opportunities, and recommending STERIS products/services to Customers. Communicate leads to management and sales staff. Be a positive ambassador for STERIS at Customer sites.
• Respond to routine Customer and sales questions regarding equipment operation and performance. Identify opportunities, sizing, utility requirements, in-site visits, and pre-installation evaluations.
• Provide solutions to Customers to enhance sales and growth in the field through effective positioning of STERIS products and services, identifying opportunities, and passing leads to managements and sales. May be assigned to pursue service business outside of assigned territory, as directed by DSM.
• Maintains courteous and professional demeanor when working with Customers, contractors, management, and fellow employees. Utilize Customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.
• Keeps abreast of changes in the healthcare industry. Actively seeks continuing education opportunities.

• High School Diploma or GED

1. Minimum 5 years experience working on STERIS brand products.
2. Demonstrated ability and interest in leading, mentoring, training and guiding others.
3. Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers.
4. General knowledge of personal computers and specific knowledge of Siebel applications and STERIS service programs required.
5. Expertise in the following: principles and methods of sterilization, steam generators, operating lights and tables, industrial controls, central processing systems, and modular transport systems.
6. Extensive knowledge of equipment operation and maintenance across entire product portfolio, demonstrated ability to troubleshoot most complex situations.
7. Ability to work flexible hours, sometimes outside “normal business hours” and travel as required.
8. Valid driver’s license.
9. Associate or Bachelor degree in electronics, mechanical or similar discipline, plus three (3) years of related experience strongly preferred. Degree requirement will be waived with five (5) years’ comparable experience.

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.