Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

Who we want

Teammates. Partners who listen to ideas, share thoughts and work together to move the business forward.

Self-starter. People who thrive in an autonomous work atmosphere. Go getter mentality.

Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.

What you will do

Responsible for learning all product lines, fielding customer calls, troubleshooting customer issues, and dispatching field service reps or third-party service vendors to respond to customer requests for service. Responsibilities also include logging all pertinent customer information into the appropriate databases. The individual will serve as a backup on technical support call loops or e-mail distribution to conduct part number look-ups.

Essential Duties & Responsibilities:

• Responsible for supporting all customer service requests via phone or voice mail in a timely manner
• Will fully investigate product issues in order to assist field service reps in troubleshooting
• Will follow a standardized data entry process to ensure 100% accuracy for all service calls
• Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations
• Accountable for all record-keeping as appropriate and in accordance with Stryker specifications
• Utilize proper software and technological tools to maintain proper records and access technical information
• Collect, analyze and report on call center metrics in accordance with direction from service support manager
• Complete training to achieve training certification on all product segments within first 12 months on the technical support team
• Assist with technical support call loops and e-mail inquiries on part number requests
• Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality
• Committed to quality by striving for reliability and quality in our products, continuously searching for ways to enhance performance and meeting all training and documentation criteria
• Strive for operational excellence by promoting a team based, product-focused organization; contributing to continuous improvement
• Participates in the creation and continuous improvement of standardized work
• Identifies and records all productivity issues or concerns and help root cause problems. Participates in the development and implementation of corrective actions.
• Participate in continuous improvement activities/projects and assist in any additional team/organizational projects

What you need

Education & Special Trainings:

• High School diploma or equivalent required
• Minimum 2 years of work experience
• Electro Mechanical /Electronic Experience preferred
• Knowledge and use of hand and power tools preferred
• Stryker Field Service Experience preferred

Physical Requirements:

• Requires ability to lift/carry 10-50 lbs. on a frequent basis depending on product line, may rarely lift/carry 50-75 lbs. May utilize lifting devices for material over 75 lbs
• Job demands include prolonged stooping, kneeling, crouching, bending, sitting, standing and/or crawling as appropriate
• May be required to reach, push or pull in order to accomplish job accountabilities
• Requires hand grasp ability
• Requires coordination of hands and/or eye/hand/foot
• Meets cognitive demands to include visual discrimination/memory, auditory discrimination/memory reading ability, independent decision making and retention of specific knowledge
• Requires use of safety glasses in designated areas
• May handle various materials that may include, but are not limited to: DuraCot fabric, nylon fabric, Velcro, zippers, product components comprised of rubber, metals, and coated products

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.

The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.

More information is available at stryker.com