Submitting a Service Request (using Request Service Button on Dashboard screen)

If you need assistance with your equipment, submit a service request to STERIS. The form you fill out allows you to select the severity of the issue:

 

  • Urgent

 

  • Caused work to slow down or stop

 

  • Low priority

 

The form also allows you to choose if you would prefer that the Technical Care team calls you. The Technical Care team may be able to resolve your issue over the telephone. If they cannot, a Service request is created and a technician is notified. The technician will contact you to schedule a time to go to your facility.

 

NOTE:   If the problem is critical, call the STERIS Technical Care team at 1-800-548-4873.

 

NOTE:  Not all users can submit a service request. This depends on how the user’s account was setup. 

Steps

Step 1. Find the Request Service button which available on every screen. It is located near the upper-right corner. 

 

 

Figure. Dashboard screen

 

Step 2.  Click on the Request Service button. The Request STERIS Service screen displays.

 

 

Figure. Request STERIS Service screen

 

Step 3. This screen offers a number of ways to select the equipment that needs service.

 

In the Device Quick Find field, enter the serial number of the equipment that requires service. You must enter the entire number. When you do, a menu displays beneath the field containing the name of the equipment assigned that serial number. 

 

              If you are unsure of the serial number, use the drop-down menus of the filters to help find the equipment that requires service:

 

  • Select Equipment Type        Product family the equipment belongs to

 

  • Select Equipment                 Name of the equipment

 

  • Select Device                         Your company may have many of the same equipment. This helps you select the one that needs service. 

 

Step 4. Click on the name of the equipment that requires service. The screen fills with information about that equipment. The screen is shown after the steps below.

 

Step 5. Enter the appropriate information as described in the table below.

 

Step 6. Click on the Submit Service Request button located at the bottom of the screen.

 

 

Figure. Request STERIS Service screen with equipment information

 

 

Table. Items in the Request STERIS Service screen with equipment information

 

ITEM

DESCRIPTION

Urgency graph

Allows you to indicate how critical the problem with the equipment is. Click on or between the following markers:

  • Low
  • Work impaired
  • Work stopped
  • Urgent

NOTE:   If the problem is urgent, call the STERIS Technical Care team at 1-800-548-4873.

Reported Problem Category drop‑down menu

Select the source of the problem, for example: door, exhaust/drain, leak, temperature, consumables/accessories, etc. What displays in the drop-down menu varies depending on the equipment being examined.

Reported Problem Description drop‑down menu

Select a general description of the problem. What displays in the drop-down menu varies depending on what is in the Reported Problem Category field (described above).

Detailed Explanation box

Provide a detailed explanation of the issue. Provide as much information as possible. The more information you provide, the better prepared the STERIS Technical Care team is to resolve the issue.

Name field

Your name or the name of the individual that the STERIS Technical Care team can contact for more information.

Phone Number field

The telephone number of the contact (see the Name field above)

Ext field

If the contact (see the Name field above) can be reached at an extension, enter the extension.

After Hours Overtime Approved radio buttons

Select Yes or No to indicate if you approve overtime hours and overtime rate charges to fix this problem. If you select Yes, a field displays requesting your electronic signature approving overtime rates.

Phone Resolution radio buttons

Select Yes or No to indicate if you would like a call from the STERIS Technical Care team to discuss the problem and discover if they can resolve the problem over the telephone.

This might be useful, for example, if the equipment is not down but you hear a noise that worries you. An experienced Technical Support engineer will call you and may be able to help you over the telephone. If the engineer determines that an Equipment Service technician should be sent to your facility to resolve the issue, the engineer will submit the request for you.

Attach File link

Allows you to attach a file (photograph, drawing, etc.) that illustrates the issue

I’m Not a Robot checkbox

Select this checkbox or you will be unable to submit the request

Submit Service Request button

Causes the service request to be sent to the STERIS Technical Care team