Technical Support Specialist - Software

About the role

The Technical Support Specialist – Software Integration provides technical support to customers, partners and the field service team to resolve first-responder and moderately complex issues, including part-identification assistance. The role resolves issues quickly via remote diagnostics, leveraging product knowledge, operational theory and safety awareness, and escalates complex issues to product support specialists and senior service engineers. The position is hybrid from Mentor, OH; Hauppauge, NY; or Point Richmond, CA, with a Monday–Friday schedule between 6:00 AM and 11:00 PM EST and potential overtime. After training, the role includes an after-hours and weekend on-call rotation.

Responsibilities

• Provide technical support and expertise on a broad range of STERIS products (past and present) to internal and external customers via phone, computer or hardware systems.
• Assist with on-site customer troubleshooting and technical support as required.
• Help remotely support installation and software upgrade issues.
• Handle password resets, VPN connection failures, software resets and troubleshoot failures to the source (hardware, software, cabling or network).
• Identify and resolve known issues documented in manuals or the knowledge management system.
• Troubleshoot STERIS products, document critical failures in real time, develop solutions and initiate corrective action while coordinating with field technicians, sales associates and/or customers to prevent recurrence.
• Provide periodic after-hours technical support on call as needed.
• Serve as the front-line interface for field service representatives, specialists and customers regarding technical troubleshooting.
• Assist in developing support strategy and reporting repair status as required.
• Diagnose software, mechanical, hardware and systems failures using remote monitoring software and diagnostic tools.
• Maintain equipment-related technical proficiency.
• Identify opportunities to improve employee and customer experience; offer alternative solutions to build customer loyalty.
• Process return requests and associated administrative work to repair or replace customer equipment.
• Perform basic case management and documentation of service requests for issue handoffs and escalations.
• Maintain product knowledge, update technical reference materials and recommend changes to maintenance manuals, engineering drawings and other service support documentation for current and non-current STERIS Operating Room Integration products.
• Occasionally contribute to validation, qualification and serviceability reviews of new and legacy STERIS Operating Room Integration software and hardware products.
• Travel to customer sites when required to assist in field activity (less than 5% of the time).

Ongoing support training

• Maintain product knowledge and technical support reference materials.
• Assist with review and recommend changes to maintenance manuals, engineering drawings and other service support reference guides and documentation for all current and non-current STERIS Operating Room Integration products.

Requirements

• Associate degree in Engineering, Audio/Video, Computer Science, MIS, CIS or related field and 2 years of experience, OR
• Bachelor’s degree and 1 year of experience preferred, OR
• High school diploma or equivalent with 4 years of experience servicing IT, networking, audio/video and/or computer-type equipment.
• Demonstrated knowledge and experience in IT, networking, audio/video technologies and computer troubleshooting.
• Ability to read wiring schematics.
• Ability to effectively resolve and communicate technical issues via telephone and email.
• Availability to work periodically outside normal working hours.
• Knowledge of Windows/Linux programming preferred.
• Demonstrated computer skills including word processing, spreadsheets and email.
• Excellent verbal and written communication with internal employees, customers and external vendors.