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.
The Specialty Services Technician acts as Trusted Advisor to STERIS Customers in service of cleaning sterilizer equipment as part of a high performing team. The Technician drives an exceptional Customer experience by providing on-site cleaning services, troubleshooting, repair and simple maintenance on complex mechanical, electro-mechanical and electronic units in a high stress healthcare environment. The Technician pro-actively interacts and communicates concerns, updates, repairs, and service enhancement opportunities with Customers, Field Service partners and contract administration team.
This position utilizes advanced technology to complete administrative requirements, aid in troubleshooting equipment issues and improve the overall Customer experience in a highly regulated healthcare environment under limited supervision (non-regular business hours). Additionally, the Technician’s will identify and recommend products and service enhancements. This role will travel (approx.10% overnight travel) high flexibility and sound decision making to ensure optimal customer equipment uptime and operations. Successful incumbents effectively promote STERIS brand and drive revenue growth and Customer retention through identifying and recommending products and services to Customers.
This is a remote based Customer facing position. To support and service our Customers, candidates must be based out of the following states: California
- Competitive pay
- Overtime opportunity
- Annual merit review and incentive plans
- Company vehicle, fuel, vehicle maintenance, uniforms and all necessary tools provided
- Company provided credit card, iPhone & laptop
- Business travel and all related expenses paid
- Medical, vision, prescription, dental and life insurance
- 401(k) with a company match
- Paid time off and paid holidays
- Extensive hands-on training and development
- Paid time off that accrues from day one and paid holidays
- Tuition assistance
- Opportunities for advancement
Customer Focus, Growth & Retention:
- Accountable for Customer satisfaction as a first point of contact through pro-active, professional communication and commitment to resolving Customer’s issues/problems expediently. Learns and understand Customer's expectations of service as obtained through training curriculum.
- Communicates effectively and proactively with Customers on preventative cleaning needs, and associated scheduling and equipment details (arrival, service status, completion, next steps). Establishes and maintains rapport with the Customer and other key decision makers to promote Sterilizer services. Utilize customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.
- Identifies and address Customer’s issues/problems and respond to routine Customer and sales/service leadership requests to optimize Customer support and growth in collaboration with field and sales teams as needed. Manages Customer expectations to ensure positive outcomes.
- With management support, build relationships with field and Sales teams to drive Customer experience and revenue opportunities. Learns to identify sales opportunities in assigned territory, and builds competency to be a trusted advisor, communicate leads to management.
Equipment Cleaning, Compliance-Regulatory and Continuous Improvement:
- Perform sterilizer cleaning function including changing required chemical ingredients; making appropriate adjustments to necessary chemicals; monitoring the cleaning process; maintaining appropriate pressures; maintaining and repairing the chamber cleaning equipment; handle, transport, and dispose of chemicals used in chamber cleaning according to safety protocols.
What you will do... continued.....
- Work closely with the Scheduling Team, Supervisor and Customer to plan efficient service routes within assigned territory, and adhere to all coverage, and service standards.
- Troubleshoot and consult proper contact for any observed issues with equipment and systems components.
- Utilize technology (smart phone, computer, and related software and applications) to perform administrative duties to ensure effective planning, utilization, and required documentation/reporting completion. Owns effective schedule planning to optimize productivity and reduce downtime.
- Complete service reports and activities on-site; maintain on-site Customer Service Logs according to STERIS procedures; and maintain tools, supplies and parts inventory.
- Completes all required training and may support mentoring and training support of new hires.
- Responsible for Company vehicle, equipment and tools, including appropriate maintenance and escalation of issues for safe, effective operation.
- Acquire and maintain all updates for Vendor Credentialing for hospitals that they will be performing service.
- Drives company vehicle to/from customer premises, maintains appropriate vehicle checklist to ensure safety and cleanliness.
- High School Diploma or GED with 3 years of work experience with 1 year of technical or Service-related work experience and interaction with Customers require mechanical, electrical, plumbing, HVAC, construction, automotive etc.). Associate degree or related certifications or military experience may be considered towards minimum years of work experience.
- Field Service experience preferred.
- Technical ability and experience required.
- Possesses knowledge of preventative maintenance and the ability to communicate inspection, repair, and handling to the Customer.
- Minimum of 1 year experience and demonstrated proficiency working with technology including basic computer skills (email, internet, Microsoft Office), smart phones and devices.
- Must be able to be compliant with hospital/customer credentialing requirements.
#LI-NS
Pay range for this opportunity is $44,500.00 - $62,212.50.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.
Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company’s 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs 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. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.
