Procedural Service Technician

About the Role

The Procedural Service Technician acts as a Trusted Advisor to STERIS Customers in maintenance and procurement of medical devices and consumable products as part of a high-performing team. This position drives an exceptional Customer experience by providing on-site preventative maintenance, troubleshooting, repair, equipment modifications, and installation support on all operating room equipment (OR integration, lights, tables, video technology, warming cabinets, System 1e) in a high-stress healthcare environment.

You will provide superior Customer service by proactively interacting and communicating with Customers daily, utilizing technology to complete administrative requirements, aid in troubleshooting issues, and improve the overall Customer experience. This role promotes STERIS growth by identifying and recommending products and services to Customers and requires daily travel by driving a company vehicle. An acceptable driving record (limited moving violations, accidents, or driving-related convictions) is required as part of the onboarding process. This is a safety-sensitive position.

Responsibilities

• Drive Customer satisfaction through proactive communication and commitment to resolving Customer issues/problems expediently.
• Perform preventive and corrective maintenance on STERIS Surgical product lines, related product lines, and competitive equipment in a safe and efficient manner, including:
  • Disassembling, replacing, or repairing defective parts.
  • Rewiring or reassembling as required.
  • Troubleshooting, adjusting/calibrating, and certifying equipment ready for use using standard and specialized tools and test equipment (e.g., schematics, diagrams, technical manuals).
• Perform Customer training and in-servicing on assigned equipment (lights, tables, integration, etc.) and coordinate these activities with the District Service Manager (DSM) and Capital Account Manager.
• Ensure a positive Customer experience by performing installations or conversions on assigned equipment and starting up custom equipment as required.
• Perform site visits for small projects and coordinate activities with project managers and/or installers.
• Utilize technology (smartphone, laptop, and related software/applications) to perform administrative duties, ensuring effective planning, utilization, and required document completion.
• 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.
• Proactively respond to and resolve Customer problems/issues.
• Increase company growth by 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.
• Learn and use proper operating room and hospital protocols while on-site, adhering to all STERIS and Customer Health & Safety protocols and procedures, including OR Protocol and Sterile Field guidelines.
• Assist DSM by conducting or assisting with inventory procedures to ensure inventory levels are maintained according to company policy and resolve outstanding purchase order issues.

Requirements

• High School Diploma or GED with a minimum of 4 years of work experience, including 2 years of mechanical/technical directly related experience (e.g., mechanical, electrical, HVAC, automotive, IT).
• One to two years of technical field service experience in the healthcare products industry or equivalent technical school training.
• Excellent knowledge of personal computers, video technology, video cabling, and networking.
• Valid driver’s license and ability to travel daily.
• Demonstrated proficiency with computers and Windows software, as well as web technologies and navigating internet/intranet sites.
• Demonstrated ability to troubleshoot situations and determine solutions.
• Strong Customer communications experience and demonstrated ability to build positive rapport and partner with a variety of Customers.

Preferred Qualifications

• Bachelor’s degree.
• Technical exposure to OR medical devices.
• One year of experience working on surgical equipment, including OR Integration, tables, lights, video integration, and other OR products.
• Technology integration experience.

Benefits

• Market Competitive Pay.
• Extensive Paid Time Off and 9 additional holidays.
• Comprehensive Healthcare, Dental, and Vision Benefits.
• Long/Short Term Disability Coverage.
• 401(k) with company match.
• Company-provided cell phone.
• Maternity and Paternity Leave.
• Additional add-on benefits/discounts for programs such as Pet Insurance.
• Tuition Reimbursement and continued education programs.
• Excellent opportunities for advancement in a stable, long-term career.

Pay

Pay range for this opportunity is $55,250.00 - $71,500.00. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than the range listed. Pay rates are based on factors including local labor market costs, years of relevant experience, education, professional certifications, and foreign language fluency.