STERIS · 4 hours ago
Product Support Specialist I - Capital Equipment
Mentor, OH
Full-time
Hybrid
Mid, Senior Level
$64K/yr - $83K/yr
5+ years expSTERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. As a Product Support Specialist I, you will provide enterprise level technical support for complex issues related to capital equipment, ensuring an extraordinary Customer experience while driving resolution and collaboration with various teams.
BiotechnologyHealth CareMedical Device
Responsibilities
Act as the front line interface to Technical Support team as an escalation point, with Field Service Representatives, Specialists and Customers as it relates to complex and escalated technical troubleshooting. Assist with the development of support strategy and reports on the status of the repair as required
Provide expert level technical support and expertise on a broad range of STERIS capital equipment 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. Assist others on-site (Customer) troubleshooting/technical support as required
Troubleshoot capital products, document all critical failures in real time, independently develop solutions and initiate corrective action for high level 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, including working with cross functional stakeholders in timely effective manner
Maintain equipment-related technical proficiency across multiple capital equipment product lines
Identify areas of opportunity to improve the overall Employee and Customer experience. Offer alternative solutions where appropriate with the objective of developing Customer loyalty
Collect and assess complex engineering data to determine opportunities for all STERIS product and process improvement
Partner with Technical Support and Product Support Specialist II to identify trends and issues that require resolution or feedback to engineering and technical training teams
Assist in the development and enhancement to service procedures as a result of thorough analysis and technical problem solving by collecting and assessing engineering data to determine opportunity for improvement
Participate in regular product and computer skills update and new product release training to maintain and enhance technical support skills
Perform initial review of technical documentation and association of Product, Problem, Resolution & parts for service data bases
Develop service kits and qualify service replacement parts
Travel may be required to resolve a complex issue at a Customer site
Serve as a key contributor to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed
Qualification
Required
Associate's degree or equivalent and a minimum of 5 years related experience servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.)
Minimum of 9 years related experience accepted in lieu of degree
Demonstrated advanced technical problem solving and collaboration skills coupled with extraordinary Customer experience skills
Proven aptitude in managing multiple task in a fast-paced, dynamic environment while meeting critical SLA's
Must have ability to read electrical schematics, mechanical drawings, troubleshoot associated issues & isolate a fault to a cause by gathering relevant facts from caller
Demonstrated mechanical aptitude (hands-on capability, etc)
Demonstrated ability to use meters, gauges, and hand tools
Demonstrate excellent verbal and written communication, both with internal employees as well as Customers and external vendors
Must demonstrate a high level of professionalism, confidentiality, and integrity
Must demonstrate a desired level of Customer experience to internal and external Customers
Must be a highly motivated, self-starter who can work in a fast-paced environment and handle multiple projects simultaneously
Must be able to effectively interface with various departments and levels inside and outside of the organization in order to expedite tasks
Ability to prioritize work, handles multiple tasks simultaneously, set goals and enforce deadlines, while maintaining flexibility to reassess and re-prioritize
Preferred
Prior experience as a FSR, Technical Specialists or related field equipment equivalent is preferred
Benefits
Market Competitive Pay
Extensive Paid Time Off and (9) added Holidays
Excellent Healthcare, Dental, and Vision benefits
Long/Short Term Disability Coverage
401(k) with a company match
Maternity & Parental Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Tuition Reimbursement and continued education programs
Excellent opportunities for advancement in a stable long-term career
Company
STERIS
STERIS is a leading provider of infection prevention and other procedural products and services, focused primarily on healthcare, pharmaceutical and medical device Customers.
10001+ employees
H1B Sponsorship
STERIS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (28)
2023 (15)
2022 (33)
2021 (18)
2020 (19)
Funding
Current Stage
Public CompanyTotal Funding
$0.28M2010-05-21Post Ipo Debt· $0.28M
1998-12-01IPO
Leadership Team
Daniel Carestio
President and CEO, STERIS
Walter Rosebrough
CEO Emeritus & Senior Advisor
Recent News
2025-11-05
Company data provided by crunchbase