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Why join Stryker?
Looking for a place that values your unique talents? Discover Stryker's award-winning culture.
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Job description
The Field Support Supervisor is accountable for the daily operational execution of the Field Support team and for leading a cross-functional team to deliver world class service through a balanced approach to employee engagement, customer satisfaction and business outcomes. In this position you will lead a team that team engages in all activities associated with Field work order dispatching and reconciliation in partnership with internal and external Field Service Technicians. Utilizing systems such as SAP, Salesforce.com, and ServiceMax, the team is accountable for executing daily processes that deliver predictable outcomes while also innovating with processes and technology to reduce complexity, increase efficiency, and improve quality.
What you will do:
- Partner with Field Service & Technical Support leadership to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions.
- Collaborate with various teams to drive improvements in customer/client satisfaction levels and internal responsiveness.
- Support the Technical Support, Field Support and Training Manager to effectively manage, develop and coach team members and help to identify development plans and performance measurement.
- Supervise and lead development of all operational and fulfillment KPIs to measure progress of field service process to ensure expectation alignment across different teams. Support the identification opportunities to improve customer experience and provide flawless support execution.
- Ensure SAP and SalesForce/ServiceMax processes are implemented and maintained. Support internal and external audits and timely closure of audit findings. Maintain SOX compliant OTC organization and improve controls and compliance within the department.
- Set up procedures and training protocols for new employees as well as lead and execute new initiatives on behalf of the Technical Support Manager.
- Support Technical Support, Field Support and Training Manager to represent Service and Support needs in Regional Field Service meetings/forums and enable single point of contact for technical support team.
- Represent the Field Support Team view for ensuring smooth transition of new product development plans to maximize service performance and coordinate the corresponding obsolescence if applicable.
What You Need:
Required:
- Bachelor’s degree required
- 2+ years’ experience in service facing roles plus a combination of other roles with direct or indirect leadership and influence required.
- Demonstrated ability to lead people or processes required.
Preferred:
- 2+ years people leader experience
- Medical device experience
- Proficient in Microsoft Office Suite Applications (Word, Excel, Access); proficient using SAP or equivalent ERP System, Salesforce.com (CRM Software)
- Demonstrated experience with customer service and LEAN principles