Customer Technical Support Specialist I (Bilingual- Spanish)

Req ID: 45695

Job Category: Clinical Support, Operations & Education

Seattle, WA, US, 98101

Description:

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.

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 case management and documentation of service requests for issue handoffs and escalations

• Types of issues handled: password resets, VPN connection failures, software resets, troubleshooting failure to the source (hardware, software, cabling or network). Identifying and solving known issues that are in the manual or knowledge management system.

Ongoing support training – 10%

• Maintains product knowledge. technical support reference material and assists with review, recommending changes to maintenance manuals, engineering drawings, and other service support reference guides & documentation for all current and non-current STERIS Operating Room Integration (ORI) products.

• Occaisionally contributes in validation qualification and serviceability review of new and old STERIS Operating Room Integration (ORI) software and hardware products.

• Travel to customer sites when required to assist in field activity (less than 5% of the time).

Required Experience

• 2 year Associates degree in one of the related fields: Engineering, Audio/Video, Computer Science, MIS, CIS or related field, or Bachelors degree and 1 year of experience preferred

• High school diploma or equivalent with 4 years of experience in servicing one or more fields: IT, Networking, Audio/Video, and or computer type equipment

• Bilingual- Excellent written and verbal communication skills in both English and Spanish

• Demonstrated knowledge and experience in IT, Networking, Audio Video technologies and computer troubleshooting.

• Ability to read wiring schematics

• Ability to effectively resolve and communicate technical issues via telephone and email

• Must be available periodically outside of normal working hours.

• Knowledge of Windows/Linux programing preferred.

• Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.

• Demonstrates excellent verbal and written communication, both with internal employees as well as Customers and external vendors.

• #LI-KS1 #LI-Remote

  Pay range for this opportunity is $55,500.00 - $77,700.00. This position is eligible for [BONUS PARTICIPATION] OR a [INSERT COMMISSION RATE RANGE, IF APPLICABLE] commission.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company’s 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 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.

Req ID: 45695

Job Category: Clinical Support, Operations & Education

Seattle, WA, US, 98101

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