Job Description

IMS Customer Repair Support Specialist

As an IMS Customer Repair Support Specialist at STERIS, you provide onsite services to Instrument Management Services (IMS) Customers within a market geography. This includes analysis of repair trending, inventory management, and Customer engagement. Your goal is to reduce or limit the amount of device and instrument repairs to ensure surgical assets are Procedure Ready. You will use specialized knowledge in instruments and/or devices to achieve effective analysis, problem-solving techniques, process evaluations, and Customer education. You will deliver value-added activities to drive current contract value and enhance Customer retention and engagement. You will work cross functionally with sales and operations to identify opportunities and issues.

This territory covers the greater Rochester area.

What You Will Do As A Customer Repair Support Specialist

• Review and perform basic analysis on repair trending data to identify Customer specific areas of improvement.
• Provide analysis of repair trending and solution delivery to assigned facilities, to support cost savings/cost avoidance and compliance plans are in place for effective Customer operations.
• Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc.
• Provide Direct Care & Handling in-services for Operating Room and Sterile Processing Department (SPD) staff as needed.
• Receive and send out instruments or devices requiring repair and maintenance per contract requirements.
• Track send/receive repair process to ensure efficient processes (status, readiness) and follow-up.
• Ensure instrument/device inspection for maintenance requirements are managed and recorded per compliance and contract requirements.
• Establish positive business relationships and communications with Customers (Surgical Coordinators, SPD, GI or Specialty Department Managers) as a representative of the STERIS brand.
• Review activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews.
• Identify and collaborate with Customers to review, report and reset activities, such as appropriate care and handling processes, and drive proactive planning as applicable.
• Communicate regularly with the STERIS IMS Account Manager, Operations, and other internal support teams to ensure Customer needs are met daily and any issues are resolved promptly.
• Maintain compliance with established policies and procedures of the Department of Health, JCAHO, OSHA, CDC, AAMI, AORN standards, and Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).
• Comply with STERIS IMS policies and procedures while also adhering to those of the facility.

The Experience, Skills and Abilities Needed

Required:

• High School diploma
• 4 years of relevant experience
• 1 year of experience in a hospital environment (operating room, sterile processing department, device repair/maintenance)
• Related certification or degree completion may be considered toward required years of experience based on business needs
• Ability to travel within territory
• Must be able to be compliant with hospital/customer credentialing requirements

Preferred:

• Basic understanding of medical instrumentation and device repair and maintenance
• Other relevant experience may include Customer account management or process management

Pay range for this opportunity is $23.09 - $29.88. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity 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.

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