Service Specialist

　　Req ID: 41652

　　Job Category: Service/Technical Services

　　Edmonton, AB, CA, T6R 1N4

　　Description:

　　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.

　　Resolves the most difficult technical issues across the district. Technical subject matter expert for team. 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 actionable plans to improve Customer outcomes and KPI’s.

　　Identifies and provides input to training process and programs to achieve performance and revenue goals. Acts as lead in learning, planning and implementation of new equipment training.

　　Partners with in-house biomeds in an effort to build relationships and avenues for STERIS to pursue contract opportunities.

　　Empowered to search out opportunities, quote and close service opportunities with Customers on service offerings within their Customer accounts and across the District.

　　Understands existing Customer business needs and assess opportunities to expand our service and/or product offerings.

　　Utilizes historical Customer service data to justify replacement equipment/products, communicate leads to management and sales staff.

　　Identifies sales opportunities within the district and acts as trusted advisor with the Customers. Independently builds strong relationships with Sales, drive Customer experience and revenue opportunities. Identify sales opportunities within the district and builds credibility as trusted advisor with Customers. Communicate leads to management and sales staff. Quote and follow up tenaciously on service opportunities that benefit Customers.

　　Responds to complex Customer and sales questions regarding equipment operation and performance; create action plan and assist with plan implementation for others' accounts. Coordinates with extensive network of STERIS internal partners for support when needed (engineering, technical support, analytics and R&D).

　　Participates in key Customer meeting with Sales, Project Design Managers, Installation Project Managers, etc. acting as a subject matter expert and/or knowledgeable Customer site Service lead within the District.

　　Provide solutions to Customers to enhance sales and growth in the field through effective positioning of STERIS products and services, identifying opportunities, and passing leads to management and sales.

　　Education Degree

　　Required Experience

　　High School Diploma or GED with minimally 8 years of progressive work experience., including a minimum of 4 or more years experience maintaining and repairing STERIS equipment, or combined experience with STERIS and competitive equipment and 2 years highly regulated industry (healthcare, medical equipment, oil, and gas).

　　Successful in achieving ESS II training and promotional requirements.

　　Proven Customer engagement skills, including effective written and verbal communication skills and ability to drive collaborative solutions with sales, install and Customer contacts. Demonstrates adaptability, solicitation of diverse views and models respect and collaboration.

　　Experienced change agent, with ability to manage own workload and help balance work across the team, models initiative and continuous learning.

　　Professional written and verbal communication skills, including translating complex issues into concise easy to understand solutions.

　　Skilled in identifying and recommending/quoting Customer solutions cross-functionally, using professional judgement and communications, and ability to coach others.

　　Proven ability to recommend solutions that meet Customer needs and STERIS financial targets using innovative problem solving.

　　Identifies, escalates, and takes action to mitigate risks.

　　Ability to establish effective home office (High Speed internet,, conducive working space, secure company owned equipment and info).

　　Ability to work flexible hours, sometimes outside “normal business hours” and overnight travel.

　　Basic computer skills (MS windows/email, navigation, mobile app, data input into multi systems).

　　Valid driver’s license and the ability pass all required background and physical assessment elements to obtain & maintain existing and new vendor credentialing requirements.

　　Preferred Experience

　　Experience in Technical Training Delivery/Facilitation skills.

　　Knowledge of emerging industry technologies and equipment.

　　Experience in New Product Development.

　　Formal training with competitive equipment.

　　Executive Presentation skills.

　　Resource and Budget Planning skills.

　　Skills

　　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, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

　　STERIS strives to be an Equal Opportunity Employer.

　　Job Segment: Outside Sales, QC, Quality Manager, Patient Care, Infection Control, Sales, Quality, Healthcare

　　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, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

　　STERIS strives to be an Equal Opportunity Employer.

　　Req ID: 41652

　　Job Category: Service/Technical Services

　　Edmonton, AB, CA, T6R 1N4

　　STERIS Sustainability (https://www.steris.com/sustainability)

　　Life at STERIS (https://careers.steris.com/content/Life-at-STERIS/?locale=en_US)