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. This Specialist is expected to quickly address all incoming inquiries 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.
This role is Hybrid out of either Mentor, OH, Hauppauge, NY or Point Richmond, CA. The shift will be Mon-Fri between the hours of 6am-11pm EST with potential for OT and will consist of an after-hours and weekend on-call rotation after training is completed.
What You'll do as a Technical Support Specialist - Software
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
- 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.
- 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 hours 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 software, mechanical, hardware, 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. Offers alternative solutions where appropriate with the objective of developing Customer loyalty.
- Handles return requests and associated administrative work to repair or replace Customer Equipment
- Basic case management and documentation of service requests for issue handoffs and escalations
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.
- Occasionally 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).
The Experience, Skills and Ab