Field Service Representative II

Job Responsibility:

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

The Field Service Representative II acts as Trusted Advisor to STERIS Customers in maintenance and procurement of medical devices and consumable products as part of a high performing team. This position has a demonstrated ability to perform all aspects of Level I position as evidenced by the successful completion of the progression assessment or comparable competitor experience. The FSR II drives an exceptional Customer experience by providing on-site preventative maintenance, troubleshooting, repair, equipment modification and installation support on complex mechanical, electro-mechanical and electronic units in a high- stress healthcare environment. The FSR II also provides superior Customer service by pro-actively interacting and communicating with Customers, and utilizes advanced technology to complete administrative requirements, aid in troubleshooting issues and improve the overall Customer experience. In addition the FSR II promotes STERIS growth through identifying and recommending products and services to Customers while exhibiting professionalism at all times.

Duties

• Drive Customer satisfaction through pro-active communication and commitment to resolving Customer issues/problems expediently.

• Perform preventive and corrective maintenance required on STERIS product lines, related product lines, and competitive equipment. This includes: disassembling, replacing, or repairing defective parts; rewiring or reassembling as required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by using standard and specialized tools and test equipment (i.e., schematics, diagrams, technical manuals, etc).

• Actively promote, support and maintain remote monitoring and diagnostic equipment.

• Troubleshoot, repair, modify, overhaul, or refurbish standard and special purpose equipment and systems components.

• Ensure a positive Customer experience by providing timely PM performance, service calls, warranty calls, field upgrade programs, etc. Perform installations in a lead capacity as required. Perform conversions on standard equipment (e.g. Amsco sterilizers) as required. Scientific Technicians may perform NIST traceable calibrations.

• Provide guidance and assistance to entry-level technicians. May be a mentor during initial sponsor period.

• Utilize technology (smart phone, computer, and related software and applications) to perform administrative duties as assigned to ensure effective planning, utilization, and required document completion. This includes, but is not limited to: planning daily and weekly schedule to achieve optimum utilization; communicate effectively with internal and external Customers; troubleshoot equipment, improve productivity, learn new technologies; complete service reports and activities on-site; maintain on-site Customer Service Logs/Total Maintenance Care books according to STERIS procedures; and maintain tools and parts inventory to prescribed levels as required by District Service Manager.

• Work closely with District Service Manager to advise of activity/changes related to sales opportunities in assigned territory.

• Establish and maintain effective, communicative relationships with Customers, managers, support functions and the sales organization. Communicate activities to Customers related to scheduling Preventative Maintenance and estimated time of arrival for unscheduled work. Pro-actively respond to and resolve Customer problems/issues. Utilize provided product and industry knowledge to assure Customer's expectations of service are exceeded. Actively seek continuing education opportunities.

• Increase company growth through identifying sales opportunities, and recommending STERIS products/services to Customers. Communicate leads to management and sales staff. Be a positive ambassador for STERIS at Customer sites.

• Respond to routine Customer and sales questions regarding equipment operation and performance. Identify opportunities, sizing, utility requirements, on-site visits, and pre-installation evaluations.

• Maintains courteous and professional demeanor when working with Customers, contractors, management, and fellow employees. Utilize Customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures.

Required Experience

• Associate's degree in Electronics, mechanical or similar degree, plus four (4) years of related experience. Degree requirement will be waived with eight (8) years' comparable experience.
• Minimum 2 years experience working on STERIS brand products.
• Ability to work flexible hours, sometimes outside “normal business hours” and travel as required.
• Valid driver's license.
• Proficiency in computers and Windows software
• General knowledge of the following: principles and methods of sterilization, steam generators, operating lights and tables, industrial controls, central processing systems, and modular transport systems.
• Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers.
• The Scientific Division requires general knowledge of GMPs (Good Manufacturing Practices) and GLPs (Good Laboratory Practices)

Preferred Experience

• Ability to work independently without supervision.
• Flexibility to handle multiple and changing priorities
• Excellent interpersonal and Customer communication skills
• Strong technical and troubleshooting 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.