Surgical Service Specialist

7 months ago

Québec, 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
Our service team builds the foundation of trust and exceptional service support. They strive for One-Of-A-Kind experiences as they perform immediate equipment servicing and identify, quote and coordinate service offerings to meet Customer needs.
Demonstrates 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. 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. Works collaboratively with field teams, sales, installation and supporting functions to retain and grow STERIS revenue. Builds credibility and influence with external stakeholders and delivers flexible, innovative solutions that differentiate STERIS in the market. Utilizes advanced technology platforms to complete compliance-regulatory administrative requirements, aid in troubleshooting issues and improve the overall Customer experience.
Duties
Customer Focus & Retention - 35%
- Stays current in understanding Customer engagement.
- Serves as a point of escalation for the Customer and acts as a positive ambassador for STERIS at Customer sites and demonstrates high expertise and credibility in building Customer trust throughout the sales and service life cycle.
- Develop and maintain effective, communicative relationships with Customers, managers, support functions and the sales organization to deliver results.
- Drives Customer satisfaction as a primary relationship partner through pro-active, professional communication and commitment to resolving the most complex and rare Customer’s issues/problems expediently.
- Acts as key contact in sales, install and technology implementation to deliver a seamless, coordinated Customer experience. This includes cross-functional planning and communications across multiple service areas and in some cases, multiple STERIS business areas.
- Communicates real time updates to keep appropriate internal parties informed of issues and their status.
- Provides field and sales teams with clear, actionable direction or options to solve complex technical issues.
- Responsible for keeping the Customer updated on all service and service-related activities (scheduling Preventative Maintenance, Service Repairs work being performed, delays and completion/resolution).

Duties - cont'd
Technical Professional, Compliance-Regulatory and Continuous Improvement - 35%
Maintains and continuously builds expert level knowledge in existing and new products and services to support Customers. Partner with Tech Support to drive utilization of the most appropriate tech support channel and information recommendation to service documentation changes or enhancements. Acts as QMS (Quality Management System) Champion in ensuring implementation, controls and adherence to training compliance requirements, including participation in change management, scheduling and monitoring of training adherence completion and issue escalation to field and training leadership.Works with Training design and delivery team to identify best training delivery approach to optimize technology and support field team training engagement.Resolves the most difficult technical issues across thecountry. For a small account base, and to remain proficient, perform preventive and corrective maintenance required on STERIS product lines, related product lines, and competitive equipment. Partners with internal stakeholders (Engineering, Business Systems, Analytics, Marketing) to translate data into

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