Senior Field Services Engineer

Position Summary As a Senior Field Service Engineer you will have product, clinical, and technical expertise and demonstrat proficiency in assigned essential job functions and areas of product focus. Your 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. In this role you will respond to verbal and written technical support requests utilizing the Technical Support Department phone, computer, and hardware systems. You will resolve internal and external customer technical support issues on all STERIS brand Healthcare products. You will complete all necessary steps to ensure correct information is provided and technical issues are resolved, along with following appropriate complaint handling procedures, and initiating corrective action when required. This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 2 days per week. This position can be located at other STERIS facilities as needed. What You'll do as a Senior Field Services Engineer - Provide technical and part identification support to STERIS internal and external customers on all brands and models of STERIS products, past and present. Including sales, service and operational support. Professionally respond to incoming call and e-mail volume to coincide with department statistics and standards to meet customer call demand requirements. - Troubleshoot STERIS products and documents critical failures on corporation quality reporting system, initiate corrective action, and escalate issue to appropriate engineering associate. - Act as an escalation point for resolution of complex technical issues. Provide 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 conduct design reviews for serviceability and reliability, generate service plans for products and processes, develop service documentation and procedures, define service parts, outline service training and track equipment performance. - Initiate service bulletin process and/or write drafts to inform service force of product changes, parts substitutions, and maintenance modifications. - Participate in regular product and computer skills update training to maintain and enhance technical support skills. - Maintain product knowledge efficiencies on current and non-current STERIS Healthcare products. - Maintain technical support reference material. - Assist with review and recommend to appropriate engineering associate's changes to maintenance manuals, engineering drawings, and other service support reference guides/documentation. - Provide on-call, after hour's technical support to internal and external customers when required. - Participate in qualification and serviceability review of new and old STERIS Healthcare and products. - Escalate reported technical, quality, and safety related product complaints to appropriate engineering and management associates for corrective action. - Provide 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. The Experience, Skills and Abilities Needed Required: Bachelor's degree in Engineering or related field.