Job Description Job Title: Field Service Engineer Req ID: 20178 Job Category: Service/Technical Services Country/Region: US State: OH City: Mentor Zip: 44060 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. Field Service Engineer – Cleveland The Field Engineering position is an engineer with product, clinical, and technical expertise and demonstrated proficiency in assigned essential job functions and areas of product focus. Primary responsibilities include; serviceability and reliability reviews, service documentation development, high-level troubleshooting/technical support on a focused product line, NPD support and initial product training to technical support personnel and service trainers. Resolves internal and external customer technical support issues on all STERIS brand Healthcare and Life Science products. Completes all necessary steps to ensure correct information is provided and technical issue is resolved. Follows appropriate complaint handling procedures, and initiates corrective action when required. Responsibilities and Primary Duties: This individual is the sole point of contact for resolving all field associates, sale’s associates and external customer’s technical issues. They are responsible for immediately troubleshooting technical issues remotely over the phone. Documenting issues in real time to implement changes to prevent future problems. – Provides technical and part identification support to STERIS internal and external customers on all brands and models of STERIS products, past and present. Includes sales, service and operational support. – Professionally responds to incoming call and e-mail volume to coincide with department statistics and standards to meet customer call demand requirements. – Troubleshoots STERIS products and documents critical failures on corporation quality reporting system, initiates corrective action, and escalates issue to appropriate engineering associate. – Acts as an escalation point for resolution of complex technical issues. Provides technical and product support to other STERIS Engineers, technical support personnel, field service associates, sales associates and customers. – Provide initial product training to Technical Support, Service Trainers, and Field Technicians. Coordinate the transition of training responsibilities to the Training Department and the transition of product support responsibility to the Technical Support group. – Independently conducting design reviews for serviceability and reliability, generating service plans for products and processes, developing service documentation and procedures, defining service parts, outlining service training and tracking equipment performance. – Initiates service bulletin process and/or writes draft to inform service force of product changes, parts substitutions, and maintenance modifications. – Participates in regular product and computer skills update training to maintain and enhance technical support skills. – Maintains product knowledge efficiencies on current and non-current STERIS Healthcare and Life Science products. – Maintains technical support reference material. – Assists with review and recommends to appropriate engineering associate’s changes to maintenance manuals, engineering drawings, and other service support reference guides/documentation. – Provides on-call, after hour’s technical support to internal and external customers when required. – Participates in qualification and serviceability review of new and old STERIS Healthcare and Life Science products. – Escalates reported technical, quality, and safety related product complaints to appropriate engineering and management associates for corrective action. – Provides periodic product specific and technical skill training to department associates as required. – Communicate with customers and technicians in a classroom environment as required. – Travel to customer sites when required to assist in field activity. Experience and Ability Requirements: – Minimum of six (6) years’ work experience in the service and repair of both Integrated OR and endoscopy equipment or equivalent field. – Must have Bachelor’s degree in IT, Engineering or related field. – Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills. – Demonstrated IT, AV, mechanical, electrical and computer troubleshooting skills. – Demonstrated excellent organization, oral and written communications skills. Excellent punctuality and attendance. – Must be flexible in working holidays and other shifts as needed. – Knowledge of STERIS Healthcare and Life Science product lines, past and present is a plus. Ability to effectively resolve and communicate technical issues via telephone. – Knowledge of engineering drawing, drafting work, wiring schematic practices preferred. – Knowledge of Windows/Linux programing is preferred. – Knowledge of Surgical related products and OR clinical protocols required. LI-EP1 Education Degree Required Experience Preferred Experience Skills STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries. If you need assistance completing the application process, please call 1 . 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: Cleveland Nearest Secondary Market: Akron Job Segment: Maintenance, Gastroenterology, Medical, Engineer, Field Engineer, Manufacturing, Healthcare, Engineering STERIS Corporation is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.