Sterile Processing Customer Specialist

As an IMS Customer Repair Support Specialist at STERIS, you provide onsite services to Instrument Management Services (IMS) Customers within the greater Indianapolis area. This includes analysis of repair trending, inventory management, and customer engagement. Your goal is to reduce or limit device and instrument repairs to ensure surgical assets are procedure ready. You will use specialized knowledge in instruments and/or devices to achieve effective analysis, problem-solving, process evaluations, and customer education. You will deliver value-added activities to drive current contract value and enhance customer retention and engagement, working cross-functionally with sales and operations to identify opportunities and issues.

Responsibilities

• Review and perform basic analysis on repair trending data to identify customer-specific areas of improvement.
• Provide analysis of repair trending and solution delivery to assigned facilities to support cost savings, cost avoidance, and compliance plans for effective customer operations.
• Lead Proactive Maintenance Inspections (PMI) for service portfolio assets, including flexible endoscopes, rigid endoscopes, and surgical devices.
• Provide direct care and handling in-services for Operating Room and Sterile Processing Department (SPD) staff as needed.
• Receive and send out instruments or devices requiring repair and maintenance per contract requirements.
• Track send/receive repair processes to ensure efficient status, readiness, and follow-up.
• Ensure instrument/device inspection for maintenance requirements is managed and recorded per compliance and contract requirements.
• Establish positive business relationships and communications with customers (Surgical Coordinators, SPD, GI, or Specialty Department Managers) as a representative of the STERIS brand.
• Review activities completed and recommendations with customers, both ad-hoc or as part of formal business reviews.
• Identify and collaborate with customers to review, report, and reset activities, such as appropriate care and handling processes, and drive proactive planning as applicable.
• Communicate regularly with the STERIS IMS Account Manager, Operations, and other internal support teams to ensure customer needs are met daily and any issues are resolved promptly.
• Maintain compliance with established policies and procedures of the Department of Health, JCAHO, OSHA, CDC, AAMI, AORN standards, and Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).
• Comply with STERIS IMS policies and procedures while also adhering to those of the facility.

Requirements

• High school diploma.
• 4 years of relevant experience.
• 1 year of experience in a hospital environment (operating room, sterile processing department, device repair/maintenance).
• Related certification or degree completion may be considered toward required years of experience based on business needs.
• Ability to travel within territory.
• Must be compliant with hospital/customer credentialing requirements.

Preferred Qualifications

• Basic understanding of medical instrumentation and device repair and maintenance.
• Other relevant experience may include customer account management or process management.

Benefits

• Base salary + incentive compensation program.
• Vehicle reimbursement plan (includes monthly stipend + mileage reimbursement).
• Cell phone stipend.
• Robust training program.
• Paid time off + 9 corporate holidays per year.
• Excellent healthcare, dental, and vision benefits.
• Healthcare and dependent flexible spending accounts.
• Long/short-term disability coverage.
• 401(k) with a company match.
• Parental leave.
• Tuition reimbursement program.
• Additional add-on benefits/discounts.

Pay

Pay range for this opportunity is $21.25 - $27.50 per hour. 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.