Experience Inc. Jobs

Job Title: Specialty Services Technician Req ID: 45745 Job Category: Service/Technical Services Cleveland, OH, US, 44101 Description: 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 Specialty Services Technician acts as Trusted Advisor to STERIS Customers in service of cleaning sterilizer equipment as part of a high performing team. The Technician drives an exceptional Customer experience by providing on-site cleaning services, troubleshooting, repair and simple maintenance on complex mechanical, electro-mechanical and electronic units in a high stress healthcare environment. The Technician pro-actively interacts and communicates concerns, updates, repairs, and service enhancement opportunities with Customers, Field Service partners and contract administration team. This position utilizes advanced technology to complete administrative requirements, aid in troubleshooting equipment issues and improve the overall Customer experience in a highly regulated healthcare environment under limited supervision (non-regular business hours). Additionally, the Technician's will identify and recommend products and service enhancements. This role includes frequent travel (75%) high flexibility and sound decision making to ensure optimal Customer equipment uptime and operations. This is a remote based customer facing position. To support and service our customers in this assigned territory candidates must be based out of one of the following states: Ohio. Duties Customer Focus, Growth & Retention: Accountable for Customer satisfaction as a first point of contact through pro-active, professional communication and commitment to resolving Customer's issues/problems expediently. Learns and understand Customer's expectations of service as obtained through training curriculum. Communicates effectively and proactively with Customers on preventative cleaning needs, and associated scheduling and equipment details (arrival, service status, completion, next steps). Establishes and maintains rapport with the Customer and other key decision makers to promote Sterilizer services. Utilize customer protocols when entering and exiting facilities and abide by all STERIS and Customer Health & Safety protocols and procedures. Identifies and address Customer's issues/problems and respond to routine Customer and sales/service leadership requests to optimize Customer support and growth in collaboration with field and sales teams as needed. Manages Customer expectations to ensure positive outcomes. With management support, build relationships with field and Sales teams to drive Customer experience and revenue opportunities. Learns to identify sales opportunities in assigned territory, and builds competency to be a trusted advisor, communicate leads to management. Duties - cont'd Equipment Cleaning, Compliance-Regulatory and Continuous Improvement: Perform sterilizer cleaning function including changing required chemical ingredients; making appropriate adjustments to necessary chemicals; monitoring the cleaning process; maintaining appropriate pressures; maintaining and repairing the chamber cleaning equipment; handle, transport, and dispose of chemicals used in chamber cleaning according to safety protocols. Work closely with the Scheduling Team, Supervisor and Customer to plan efficient service routes within assigned territory, and adhere to all coverage, and service standards. Troubleshoot and consult proper contact for any observed issues with equipment and systems components. Utilize technology (smart phone, computer, and related software and appli