STERIS · 3 weeks ago
Product Support Specialist II - Capital Equipment
Mentor, OH
Full-time
Onsite
Mid, Senior Level
$75K/yr - $89K/yr
7+ years expSTERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Product Support Specialist II - Capital Equipment provides enterprise level technical support for complex issues related to STERIS capital equipment, ensuring resolution and customer satisfaction.
BiotechnologyHealth CareMedical Device
Responsibilities
Act as the front line interface to Technical Support and PSS I team as an escalation point, with Field Service Representatives, Specialists and Customers as it relates to complex and escalated technical troubleshooting
Assists with the development of support strategy and reports on the status of the repair as required
Provides 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. Assists others on-site (Customer) troubleshooting/technical support as required
Troubleshoots STERIS products, documents all critical failures in real time, independently develops solutions and initiates 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’s alternative solutions where appropriate with the objective of developing Customer loyalty
Collects and assesses complex engineering data from multiple sources to determine opportunities for all STERIS product and process improvement
Partners with Engineering, R&D and Field Leadership to identify trends and issues that require resolution or feedback to reduce risk and improve Customer experience and up time
Assist in the development and enhancements to service procedures as a result of thorough analysis and technical problem solving by collecting, assessing engineering data to determine opportunity for improvement
Initiates new capital equipment maintenance manual updates to be released for use by STERIS Customers
Subject matter expert for the creation of new job aids (flow-charts, videos, 3D animations, etc)
Collect & analyze data for root cause problem solving of complex problems
Assist in the development of implementation plans for corrective actions
Participates 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
May be needed to travel to a site to resolve a complex issue
Key contributors to Service Engineer on NPD Serviceability Review and other key activities on new product development as needed
Participate or lead projects in collaboration with Engineering Teams
Qualification
Required
Associates Degree and 7+ years of related experience servicing and repairing biomedical type equipment or related equipment (mechanical, electronic, electromechanical, etc.); prior experience as a FSR, Technical Specialists or related field equipment equivalent is preferred (High School and 12+ years of related experience may be considered)
Demonstrated advanced technical problem solving, data analysis and collaboration skills coupled with extraordinary Customer experience skills
Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLA's
Must have ability to read electrical schematics and mechanical drawings then 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
Excellent organizational and time management skills
Demonstrated ability to identify and communicate sensitive issues & concerns with high risk to the appropriate leadership in timely effective manner
Must demonstrate a high level of professionalism, confidentiality, and integrity
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, handle multiple tasks simultaneously, set goals and enforce deadlines, while maintaining flexibility to reassess and re-prioritize
Strong aptitude to new technology and ever-changing computer skills
Preferred
Demonstrated understanding or risk and compliance requirements for specific equipment types and processes in a medical/hospital setting is preferred
Demonstrated ability to communicate effectively with internal employees as well as Customers and external vendors, including compliance and process documentation
Benefits
Competitive Pay
Extensive Paid Time Off and (9) added Holidays.
Excellent healthcare, dental, and vision benefits
401(k) with a company match
Long/Short term disability coverage
Parental Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Continued training and educations 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