Join Steris as Service Support Specialist in Needham Massachusetts. At the Steris you will perform tasks as listed below, Apply Steris career in Needham MA.
Position : Service Support Specialist
Job Category: Service/Technical Services
Work location : Needham, Massachusetts
Job Segment : Medical, Engineer, Inspector, Laboratory, Healthcare, Engineering, Customer Service, Quality, Science
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.
The Service Support Manager is a proven Technical Expert in all aspects of Certification and repair of Clean Rooms & Specialty Laboratory Equipment. Primary responsibilities include; technical in-house resource for internal and external Customers, high level financial analysis of certification and repair projects to ensure profitability, productivity and pricing are aligned with business goals, conduct technical review for all service delivery related issues and provide high level guidance to DSM and ADSMs for CECS Technician Development Opportunities in Bethlehem.
This is a dynamic position requiring keen understanding of CECS service offerings and Customer equipment. This position is responsible for being an extension of the CECS Operations Team with a focus on Technical expertise supporting requests for quoting, template requests, QA Report issue resolution, profitability analysis and Observation Report processing.
Initiate technical, onsite, as well as over-the-telephone Job scope, evaluation and troubleshooting with Customers, technicians, engineering vendors, in-house facilities maintenance and manufacturer representatives. Utilize this knowledge to quote established scope of work in a timely manner to ensure assigned Customers are given the highest level of service while developing further opportunities at Customer sites.
Work to maintain and increase quoting speed and accuracy by utilizing experience as a Certification Tech to complete highly technical quotations that cannot be quoted by service management or Customer service. Responsible for accurately determining required resources; manpower, parts and equipment, to ensure profitability targets are met. 20%
Provide Customer and technician support by determining and/or identify the necessary parts to resolve malfunctioning equipment. Provides advanced Technical Support to Customers and Technicians to resolve urgent equipment issues in the field. Enable work to be completed as scheduled, minmizing second visits and increasing profitability. 20%
Nonconformance Resolution: review/investigate Observations Reports & Clean Room Report Issues; leverage technical experience and use 8 step methodology to develop a corrective action for the Customer as well as develop and implement process improvements to reduce technician errors and reduce Customer complaints. Incumbent will be responsible for communicating resolution to Customer to ensure actions are in line with Customer’s quality process. 25%
Conduct daily review of technician performance against established KPIs for targeted accounts to drive productivity and Customer profitability. Identify and investigate underperforming projects using 8 step methodology to identify the root cause and make accurate recommendations to eliminate recurrence. Develop and implement process improvements with ADSM and involved Technician to reduce errors and drive productivity. 25%
Utilize technical knowledge and tools to scope requested work for scheduling. Perform scoping work as back up for Scheduling Dept. Leverage Customer and technical knowledge to maximize scheduling capacity by optimally allocating Manpower and equipment to projects 5%
Assist in the development of strategic plans for operational and growth activities. 5%
Continue to be active in the field as need based off current work load and field supervisory requirements dictate.
Note: All percentages are determined on the approximate annual percentages of time spent. Any individual day will see these percentages vary depending on Customer or Employee needs.
Duties – cont’d
Bachelor’s DegreeRequired Experience
12 Years field experience in the Certification field, in lieu of a degree.
6 Years field experience in comparable field, with a degree.
Minimum 12 years field service experience in a certification environment
Minimum 12 years of demonstrated technical ability to efficiently coordinate project teams
Minimum 4 years of proven front-line Customer facing experience
STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.
If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.
The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.
Nearest Major Market: Boston
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