Lead Service Specialist

Summary

The Lead Service Specialist is a leadership position that has additional focus on coordination, innovation, project support, new initiatives, continuous improvement projects, and is instrumental in ensuring high quality and execution of all installation and service division scope. This position requires advanced knowledge and in-depth experience with accelerator technology. They are considered subject matter experts that have demonstrated success in the field during installation projects and services for many years.

This position requires strong leadership and communication skills to allow for effective cross functional collaboration with internal and external stakeholders. The Lead Service Specialist supports and leads the team, providing oversight and guidance on advanced technical issues. This position is a key point of contact for internal and external stakeholders for technical issues or knowledge and is specifically focused on customer service for a global network. The Lead Service Specialist, with leadership, develops, modifies, and implements procedures and learning material for the team. They take an active role in development and strive to build the skills and experience of their peers.

The Lead Service Specialist is responsible for coordination and scheduling all projects and owns the distribution of work as it is assigned by leadership. They also own the quality and execution, communicating with leadership all challenges and driving resolution. The Lead Service Specialist has supervisory oversight of the Technical Customer Service Representative providing training and oversight over output. They have key account management responsibilities and ensure all customer service is complete and executed to expectations. It is the responsibility of the Lead Service Specialist to ensure customers are informed through open transparent communication of issues that may be causing negative impacts to their business. They own the resolution and overall customer satisfaction.

What you will do as a Lead Service Specialist

• Contributes to a team effort by performing in accordance with all STERIS policies, GMP, Lean principles and other directives; supports the directives and decisions of higher-level management and performs other duties as assigned. Positively represents Steris' overall brand and actively works to improve quality of products and services.
• Responsible for adhering and contributing to company target metrics and KPIs and helps to guide others in this area. Reports and documents data, assists leadership by generating reports and presentations on company metrics and KPIs. Contributes to success and execution of business strategy and targets.
• Attends continuous training to maintain quality of work and improve skills. Is a team leader, exemplifying strong leadership skills, and leads peers by example. Conducts and leads training sessions for customers on machine operation and function. Maintains compliance with all regulatory requirements in local jurisdictions where work is performed.
• Performs routine preventative maintenance visits and deploys upgrades as a resource backup. Provides oversight and feedback to technicians and specialists and contributes to their development. Job Description 2 5. Identifies opportunities to improve system performance based on in depth understanding of the systems and ability to analyze problems and Customer challenges.

What you'll do as a Lead Service Specialist (continued)

• Coordinates, communicates, and leads team discussions with internal stakeholders to improve performance, reliability, and advancement of products and services. Receives feedback from the team, and actions as necessary, involving cross functional teams if required.
• Creates documentation and detailed training material for peers and colleagues. Oversees technical documents and service reports, ensures completion and accuracy of technician output from the field.
• Responds to complex Customer calls and deescalates situations. Provides full summary reports to Customers and makes a concerted effort to provide transparent communication during challenging issues. A key technical resource for a global Customer base, ensures actions observed in the field or communicated by customers are properly closed and executed.
• Builds and fosters relationships with Customer, actions items observed in the field or communicated by Customers and ensures quality execution of value-added services.
• Contributes to the delivery, expansion, and growth of all value-added services. Identifies and communicates potential business opportunities as observed and discussed with a global customer base. All other duties as assigned.

The Experience, Skills, and Abilities Required

6 plus years of experience are required in addition to vocational/Associates degree in related field. In lieu of related education, experience in one of the following areas or a combination of these fields will be considered: Electro-mechanical, Mechanical, Millwright, Robotics and automation, PLC / software development and Control systems
Ability to obtain a passport and to travel internationally required.

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

• Market Competitive Pay
• 3 weeks vacation and (12) added holidays
• Excellent Healthcare, Dental and Vision Benefits
• Company Vehicle
• Company Cell Phone/Laptop
• Tools, Equipment, Uniforms provided
• Long/Short Term disability coverage
• Retirement plan with company match
• Excellent opportunities for advancement and stable long-term career

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. For more information, visit