Technical Support Specialist - Software Req ID: 46979 Job Category: Service/Technical Services Mentor, OH, US, 44060 Workplace Type: Hybrid 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 As a Technical Support Specialist- Software Integration you will provide technical support to Customers, Partners and the Field Service Team to drive complete resolution of first response and moderately complex issues, along with providing Part Identification assistance. You will be expected to quickly address all incoming inquires delivering timely "service by phone" while delivering an overall extraordinary Customer experience. You must manage the situation to de-escalate while resolving the issue(s). As a specialist you will leverage remote diagnostics, your experience with the products, understanding of the theory of 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. You will refer complex issues to Product Support Specialists and Senior Service Engineering staff. This is a hybrid role with the requirement of working onsite at our Mentor, OH, Corporate HQ, 2 days a week. What You'll do as a Technical Support Specialist: Provide 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. Help support installation and software upgrade issuesremotely. Troubleshoot 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. Identify areas of opportunity to improve the overall Employee and Customer experience. Offer alternative solutions where appropriate with the objective of developing Customer loyalty. Handle RMA requests, and associated administatrive work to repair or replace Customer Equipment Basic case management and documentation of service requests for issue handoffs and esclations. Types of isses 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. Maintain 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.