Field Service Representative I

3 weeks ago

Toronto, Canada STERIS Full time

STERIS is a leading provider of infection prevention and procedural products and services, focused primarily on the critical markets of healthcare, pharmaceutical and research and medical devices. Our mission is to help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. We have 12,000 employees worldwide, with over 3,000 in Customer-facing sales and service roles. Founded as Innovative Medical Technologies in Ohio in 1985, the company was renamed STERIS in 1987. Many of the businesses that have been acquired and integrated into STERIS have much longer operating histories, notably the American Sterilizer Company founded in 1894. The STERIS Vision is inspired by our Customers' efforts to create a healthier and safer world, and guided by our legacy of leadership and innovation; we strive to be a Great Company. To STERIS, this means we will make a difference by providing world-class product and service solutions for our Customers, safe and rewarding work for our People, and superior returns for our Shareholders.

Position Summary
- 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.
- 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.
- Exhibits professionalism at all times.

Duties
- Drive Customer satisfaction through pro-active communication and commitment to resolving Customer’s issues/problems expediently.
- Perform preventive and corrective maintenance required on STERIS and related product lines in a safe and efficient manner. 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).
- 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. Perform minor installations as required.
- Maintain a working relationship with the District Service Manager to advise of activity/changes related to sales opportunities in assigned territory.
- Establish and maintain effective, communicative relationships with Customers, managers, support functions and the sales organization. Communicate activities to Customers related to scheduling Preventative Maintenance and estimated time of arrival for unscheduled work. Pro-actively respond to and resolve Customer problems/issues. Utilize provided product and industry knowledge to assure Customer’s expectations of service are exceeded. Actively seek continuing education opportunities.
- 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. At the District Service Manager’s discretion, provide on-site support to the sales organization, limited to identifying opportunities, sizing, and utility requirements.
- Maintain 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.
- Other duties as assigned.

Duties - cont'd
Education Degree
- Associate's Degree

Required Experience
Education/License Requirements
- Associate or Bachelor degree in electronics, mechanical or similar discipline, plus one to two years of related experience strongly preferred.
- High School Diploma or GED with mínimally two years’ relevant experience required.

Experience/Skills Requirements
- Excellent interpersonal and Customer communication skills.
- Strong technical and troubleshooting skills
- Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers.
- Demonstrated proficiency with computers and Windows software. Proficiency with web technologies and navigating internet/intranet sites.

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