Technical Support Representative

Full job description

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

Who we want-

• Patient-oriented achievers. Engineers with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
• Charismatic networkers. Relationship-savvy people who intentionally make connections with both internal partners and external contacts.
• Challengers & Influencers. People who constantly challenge themselves and each other to achieve more & to win the right way.
• Teammates. Partners who listen to ideas, share thoughts, and work together to move the business forward.

What you will do –

As a member of the Divisional Technical Support team, customers and patients are at the heart of everything we do. our technical support representatives maintain our brand of high-quality technical service. In this role, you will:

• Answer incoming calls and emails from sales reps, customers, OnSite Specialists, or other Endoscopy employees regarding usage, technical assistance, troubleshooting and set up of Stryker Endoscopy products.
• Open support cases/service request on customer issues, product trending data, and information into computer-based data tracking system(salesforce.com)
• Responsible for compliance with standard written procedure and quality documentation of company policy and documentation of the Technical Support department.
• Take responsibility for the team metrics and focusing on goals set for the team.
• Interact with R&D, Quality, and other engineering departments to stay knowledgeable of the latest product issues.
• Educational product trainings for in-house and sales personnel.
• Support Customer Care teams with technical information.
• Lead/Attend product update and/or development meetings as needed and share information.
• Use Salesforce.com data to create reports for QA, Marketing and R&D, as needed.
• Assist Customer Service, Sales Support, Loaners, Repairs, and other teams with product inquiries
• Educational product trainings for in-house and sales personnel.
• Perform additional duties as assigned.

What you need –

• 3+ years of work experience - required
• Installation, technical support, industry experience with call center or field service experience – preferred
• High school diploma or equivalent – required
• Clinical knowledge - preferred
• Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force constantly to move objects.
• Ability to work with and assemble small objects and component parts.
• Must have good visual acuity and demonstrate fine motor skills.
• May be required to reach, push, or pull to accomplish job duties.

$23.94 – $42.70 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

About Stryker

Our benefits:

• 12 paid holidays annually

• Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.

• Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.

For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits

About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.

Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page

Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.