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Manager, Customer Advocate in Davie, FL at Stryker Corporation

Date Posted: 3/8/2019

Job Snapshot

Job Description

A post-sales function acting as the internal champion and advocate for MAKO’s customers. Manages high-intensity situations with Surgeon and/or Hospital Executives that can result in MAKO brand degradation. Responsibility for ensuring customer “satisfaction” by comprehensively managing the Customer/MAKO relationship through the “high profile” complaint communication process.  This function will interact with, and rely upon resources and contributions from the Sales, Marketing, Engineering, Quality and Customer Support teams. Will effectively navigate internal processes to drive issue resolution and interface with external customers to improve customer satisfaction. Maintain Customer Experience Management Certification status. Develop strong MAKO product knowledge and problem solving skills.

  • Manages technically complex issues. Complex issues will involve highly sensitive scenarios regarding the MAKO System with our customers.
  • Ability to be self-directed and work independently while making their own decision on how to best manage the case load. 
  • Develop / maintain expert-level knowledge of MAKO applications and expected clinical outcomes.
  • Responsible for the decision-making process to determine best course of action to adequately resolve customer concern.
  • Report status directly to internal senior leadership at the Vice President / Director level.
  • Primary customer contact for product, process and support related satisfaction issues.
  •  Identify key issues related to customer satisfaction and develop proactive solutions.
  •  Act as a conduit for communications between Sales/Marketing, Support and Engineering teams and the end user regarding “high profile” customer related issues.
  •  Utilize Mako Case Management system to record details and provide visibility pertaining to all customer communication.
  •  Lead monthly Customer Satisfaction Opportunity (CSO) conference calls with the Sales/Marketing Leadership team as a means of regular two-way communication between the field and corporate headquarters.
  •  Utilize the “high profile” complaint escalation process to assure timely resolution to customer issues.
  •  Communication of recommended actions to customers and Sales/Service teams stemming from investigation activities.
  •  Maintain and develop effective methods for obtaining customer feedback (i.e. focus groups, surveys, direct email, phone) to be utilized for further analysis and recommendations.
  •  Effectively represent customer position and requirements for developing support related offerings and/or initiatives.
  •  Development of service and support related marketing material and web site content.
  •  Act as an active participant at user groups and industry trade shows as necessary.
  •  Attend MAKOplasty procedures at customer locations regularly to maintain working product knowledge and understanding of customer requirements.
  •  Regularly attend Sales sponsored customer quarterly business review (QBR) meetings to demonstrate a “corporate presence” and effectively identify CSOs not communicated through other channels. 
  • 8+ years’ experience in customer service and/or product management in a medical device industry preferred.
  • Demonstrated strong proficiency at complex problem solving and solution proposal for the MAKO system and related applications, utilizing a customer-oriented approach.  System and application Problem Solving level to be at or exceed that of the Clinical Launch Product Specialist Team. 
  • Excellent verbal/written communication, presentation, partnership and influence skills.
  • Demonstrated strong proficiency in MS Software (including: Word, Excel, PowerPoint, Outlook, ERP/CRM.)
  • Knowledge and/or demonstrated abilities in developing and implementing customer satisfaction programs.
  • Demonstrated knowledge of principles and processes for providing customer service.  This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
  • Excellent organizational and interpersonal skills, including the ability to effectively interface with all departments and levels of management.

Work From Home: No

Travel Percentage: Up to 50%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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