Lead Service Specialist

The Lead Service Specialist supports and leads the team providing oversight and guidance on advanced technical issues. This position is a key point of contact for internal and external stakeholders for technical issues or knowledge and is specifically focused on customer service for a global network. The Lead Service Specialist with leadership develops modifies and implements procedures and learning material for the team. They take an active role in development and strive to build the skills and experience of their peers. The Lead Service Specialist is responsible for coordination and scheduling all projects and owns the distribution of work as it is assigned by leadership. They also own the quality and execution communicating with leadership all challenges and driving resolution. The Lead Service Specialist has supervisory oversight of the Technical Customer Service Representative providing training and oversight over output. They have key account management responsibilities and ensure all customer service is complete and executed to expectations. It is the responsibility of the Lead Service Specialist to ensure customers are informed through open transparent communication of issues that may be causing negative impacts to their business. They own the resolution and overall customer satisfaction.

*This position is under our AST segment.

*This position will require 20-30% international travel to deliver on-site services support major project installation and other various duties is required.

• Contributes to a team effort by performing in accordance with all STERIS policies GMP Lean principles and other directives; supports the directives and decisions of higher-level management and performs other duties as assigned.
• Responsible for adhering and contributing to company target metrics and KPIs and helps to guide others in this area.
• Reports and documents data assists leadership by generating reports and presentations on company metrics and KPIs.
• Provides routine preventative maintenance visits and deploys upgrades as a resource backup. Provides oversight and feedback to technicians and specialists and contributes to their development.
• Identifies opportunities to improve system performance based on in depth understanding of the systems and ability to analyze problems and Customer challenges.
• Works alongside key stakeholders to develop continuous Customer service improvements (Preventative Maintenance/Upgrades/Obsolescence/Installbase Enhancements & Installbase Engineering)
• Utilizes collaborative service data collection technology and systems tools to perform service duties.
• Gathers diagnostic information and performs initial analyses.
• Uses technology to diagnose errors or technical problems and works with Customer to implement solutions remotely.
• Coordinates communicates and leads team discussions with internal stakeholders to improve performance reliability and advancement of products and services.
• Creates documentation and detailed training material for peers and colleagues. Oversees technical documents and service reports ensures completion and accuracy of technician output from the field.
• Responds to complex Customer calls and deescalates situations. Provides full summary reports to Customers and makes a concerted effort to provide transparent communication during challenging issues. A key technical resource for a global Customer base ensures actions observed in the field or communicated by customers are properly closed and executed.
• Builds and fosters relationships with Customers and owns overall customer satisfaction. Identifies action items that are observed in the field or communicated by Customers and ensures quality execution of value-added services.
• Ensures Customer TSA compliance within the team.
• Contributes to the delivery expansion and growth of all value-added services. Identifies and communicates potential business opportunities as observed and discussed with a global customer base.
• All other duties as assigned.

Required:

• Associates degree or College Diploma and 6 years of relevant experience (Relevant experience includes: electro-mechanical mechanical millwright robotics and automation PLC/software development)
• Ability to obtain a passport
• Ability to travel internationally

Preferred:

• Experience with conveyors or product delivery systems
• Experience in a leadership role
• Experience in a project management role with a focus on electrical mechanical or highly technical projects

We value our employees and are committed to providing a comprehensive benefits package that supports your health well-being and financial future.

Here is a brief overview of what we offer:

• Market Competitive Pay
• 3 weeks vacation and (12) added holidays
• Excellent Healthcare Dental and Vision Benefits
• Long/Short Term disability coverage
• Retirement plan with company match
• Excellent opportunities for advancement and stable long-term career

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 and life sciences products and services around the globe. For more information .

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