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Technical Service Specialist I
3 months ago
At STERIS Canada Corporation, we are dedicated to enhancing the health and safety of our communities by delivering innovative solutions in healthcare and life sciences.
Position Overview
• This role serves as a Trusted Advisor to our clients, assisting in the upkeep and acquisition of medical devices and consumable products within a dynamic team environment.
• Ensure an outstanding customer experience by providing on-site preventive maintenance, troubleshooting, repairs, equipment modifications, and installation support for complex mechanical, electro-mechanical, and electronic systems in high-pressure healthcare settings.
• Deliver exceptional customer service through proactive engagement and communication with clients.
• Leverage advanced technology to fulfill administrative tasks, assist in troubleshooting, and enhance the overall customer experience.
• Foster company growth by identifying and recommending products and services to clients.
• Maintain professionalism at all times.
- Enhance customer satisfaction through proactive communication and a commitment to resolving issues promptly.
- Conduct preventive and corrective maintenance on STERIS and related product lines safely and efficiently, including disassembly, replacement, or repair of defective components; rewiring or reassembling as necessary; troubleshooting, adjusting/calibrating, and certifying equipment for use using standard and specialized tools and test equipment (e.g., schematics, diagrams, technical manuals).
- Troubleshoot, repair, modify, overhaul, or refurbish standard and specialized equipment and system components.
- Ensure a positive customer experience by providing timely performance on preventive maintenance, service calls, warranty calls, and field upgrade programs. Execute minor installations as required.
- Utilize technology (smartphone, computer, and related software) to complete assigned administrative duties, ensuring effective planning, utilization, and documentation. This includes planning daily and weekly schedules for optimal utilization; effective communication with internal and external clients; troubleshooting equipment; improving productivity; learning new technologies; completing service reports and activities on-site; maintaining on-site customer service logs according to STERIS procedures; and managing tools and parts inventory as required by the District Service Manager.
- Maintain a collaborative relationship with the District Service Manager to communicate activities/changes related to sales opportunities in the assigned territory.
- Establish and sustain effective communication with clients, managers, support functions, and the sales organization. Communicate with clients regarding scheduling preventive maintenance and estimated arrival times for unscheduled work. Proactively address and resolve client issues. Utilize product and industry knowledge to exceed client service expectations. Actively pursue continuing education opportunities.
- Contribute to company growth by identifying sales opportunities and recommending STERIS products/services to clients. Relay leads to management and sales personnel. Act as a positive representative for STERIS at client sites.
- Respond to routine client and sales inquiries 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 a courteous and professional demeanor when interacting with clients, contractors, management, and colleagues. Adhere to client protocols when entering and exiting facilities and comply with all STERIS and client health and safety protocols and procedures.
- Perform other duties as assigned.
Education/License Requirements
- Associate or Bachelor’s degree in electronics, mechanical, or a related field, plus one to two years of relevant experience strongly preferred.
- High School Diploma or GED with a minimum of two years of relevant experience required.
Experience/Skills Requirements
- Exceptional interpersonal and client communication skills.
- Strong technical and troubleshooting abilities.
- Demonstrated experience in client communications and the ability to build positive relationships with a diverse range of clients.
- Proficient with computers and Windows software, including web technologies and navigating internet/intranet sites.
- Strong organizational and problem-solving skills.
- Ability to work independently without supervision.
- Flexibility to manage multiple and changing priorities.
- Willingness to work flexible hours, occasionally outside of standard business hours, and travel as necessary.
- General knowledge of GMPs (Good Manufacturing Practices) and GLPs (Good Laboratory Practices) is required for the Scientific Division.
- Valid driver's license.
Working Conditions
- This position requires routine walking, bending, kneeling, squatting, sitting, standing, reaching, and twisting.
- Must perform work from floor level to above shoulder height. Must routinely lift/lower/carry 1 to 35 pounds (daily), occasionally lift/lower 36 to 49 pounds (8 times per month), and lift/lower 50 to 100+ pounds periodically (2 times per year).
- Must climb ladders and/or scaffolds and work at heights. Must crouch, stoop, or squat to work inside or under equipment, or navigate low headroom spaces.
- Position requires routine pushing, pulling, grasping, and manual dexterity in the use of hands, arms, and shoulders.
- Ability to walk long distances and stand for extended periods.
- Able to work in confined spaces.
- Push/pull wheeled transporters and/or palletized products using up to approximately 50 lbs of force.
- Work in and around hospital personnel, sensitive medical equipment, and patients.
- Must travel to client sites, which may include hospitals, operating rooms, laboratories, surgical centers, pharmaceutical production facilities, animal research centers, and potentially morgues. May be subject to client drug testing, specific safety training, or client SOP training.
- Flexible scheduling may be required to meet client needs, which may include working outside of a standard 8:00 AM to 5:00 PM workday and weekends.
- Must reside within 50 miles of the center of the assigned territory.
- Commute within the assigned territory is compensable after the first 30 minutes (or 25 miles) of drive time in the morning and the last 30 minutes (or 25 miles) of drive time in the evening.
- All Technical Service Specialists I are expected to pass an assessment for promotion to Technical Service Specialist II by no later than their 4th annual review with STERIS. Continued employment in this capacity is contingent upon successful completion of the assessment and promotion to Technical Service Specialist II.
STERIS Canada Corporation is a leading global provider of products and services that support patient care with a focus on infection prevention. We are committed to being an Equal Opportunity Employer.
Job Category: Service/Technical Services
Job Segment: Testing, Outside Sales, Pharmaceutical, Pharmaceutical Sales, Medical Device, Technology, Sales, Science, Healthcare
