Customer Technical Support Specialist

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 Technical Support Specialist- Software Integration provides technical support to Customers, Partners and the Field Service Team to drive complete resolution of first responder and moderately complex issues, along with providing Part Identification assistance. He or she is expected to quickly address all incoming inquires delivering timely “service by phone” while delivering an overall extraordinary Customer experience. They must manage the situation to de-escalate the situation while resolving the issue(s).  

The Specialist leverages remote diagnostics, their experience with the products, understanding of the theory of their operation/safety hazards for the products and troubleshooting experience to resolve issues quickly. Inquires may include troubleshooting and corrective maintenance advice related to controls, electrical, IT/software, and electronics issues. They will refer complex issues to Product Support Specialists and Senior Service Engineering staff.

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.

Duties

Technical Support- 90%

• 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. Assists others on-site (Customer) troubleshooting/technical support as required.
• 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. 
• 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. Assists with the development of support strategy and reports on the status of the repair as required. 
• Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools
• Maintain equipment-related technical proficiency. 
• Identify areas of opportunity to improve the overall Employee and Customer experience. Offer’s alternative solutions where appropriate with the objective of developing Customer loyalty.
• Handles RMA requests, and associated administrative work to repair or replace Customer Equipment
• Basic …