STERIS is looking to solve the problem of providing timely and effective technical support to their customers, partners, and field service teams for their healthcare and life science products, ensuring a positive customer experience and efficient issue resolution.
Requirements
- Demonstrated knowledge and experience in IT, Networking, Audio/Video technologies and computer troubleshooting.
- Ability to read wiring schematics
- Knowledge of Windows/Linux programing preferred.
- Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.
- Troubleshooting STERIS products
- Utilizing remote monitoring software and a variety of diagnostic tools
- Troubleshooting failure to the source (hardware, software, cabling or network)
Responsibilities
- Provides technical support and expertise on a broad range of STERIS products, past and present to internal and external customers, includes but not limited to Customers, sales, service and operational support employees via phone, computer or hardware systems.
- Helps remotely support installation and software upgrade issues
- Troubleshoots STERIS products, documents all critical failures in real time, independently develops solutions and initiates corrective action for issues while working directly working with field technicians, sales associates and/or customers to prevent future issues.
- Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools
- Maintains equipment-related technical proficiency.
- Handles associated administatrive work to repair or replace Customer Equipment
- Basic case management and documentation of service requests
Other
- Provides periodic assigned on-call, after hour’s technical support to internal and external customers as needed.
- Act as the front line interface for Field Service Representatives, Specialists and Customers as it relates to technical troubleshooting.
- Travel to customer sites when required to assist in field activity (less than 5% of the time).
- Minimum of High school diploma or equivalent with 4 years of experience in servicing one or more of the following: IT, Networking, Audio/Video, MIS, CIS or related field.
- Ability to effectively resolve and communicate technical issues via telephone and email
