Service Specialist

6 months ago

Edmonton, Canada STERIS 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.

**Position Summary**:
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.

Our team of Equipment Service Specialists build 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 credibity 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.

Partners effectively with Technical Training team to implement seamless process and controls that drives training effectiveness, supports upskilling efforts and new product/service requirements. Supports the coordination and delivery of Customer Training.

Partners with ESS III and field leaders as an advocate for change, models adaptability to meet Customer needs and identifies actions to accelerate buy in, engagement and adoption Safety Champion. Assumes leadership/facilitation all safety processes and participates in audits, best practices, job hazard analysis.

**Duties**:
**Customer Focus & Retention - 30%**
- 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
- 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).

**Technical Professional, Compliance-Regulatory and Continuous Improvement - 50%**
- Educates and models Safety First culture and identifies gaps and opportunities for team education.
- Maintains and continuously builds expert level knowledge in existing and new products and services to support Customers and upskill team members.
- Identifies trends and best practices and provides timely escalation and feedback to leverage learnings across teams.
- Works closely with ESS III, Field leaders to advance Agile team objectives that achieve exceptional Customer experience, workload balancing and team optimization.
- 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.

**Duties - cont'd**:

- optimize technology and support field team training engagement.
- Partners with internal stakeholders (Engineering, Business Systems, Analytics, Marketing) to translate data into actionable plans to improve Customer outcomes and KPI’s.
- Identifies and provides input

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