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Associate Technical Support Specialist - Portage, MI - Stryker Corporation

Date de publication : 3/21/2019

Résumé de l'offre

  • Type de salarié :
    CDI / CNE
  • Type d’offre :
  • Expérience :
    Not Specified
  • Date de publication :
    3/21/2019
  • Job ID:
    R412604

Description de l'offre

Summary:

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.  Individual will serve as a back-up on technical support call loops or e-mail distribution to conduct part number look-ups. Job Duties  

  • 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.
  • Invests in employee involvement and development by fostering personal growth, being responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect.
  • 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.
  • Builds relationships and fosters teamwork with team members, leadership and individuals within other depts.
  • Perform additional duties as assigned.

Education & Special Training:

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

Qualifications & Experience:

  • Must exhibit excellent verbal and written communication skills and demonstrate a positive and professional image.
  • Must exhibit excellent troubleshooting/problem solving skills.
  • Must be PC literate, preferably with ERP experience.
  • Exhibits eagerness to assist internal and external customers.
  • Basic skills – possess these basic skills or have the aptitude and desire to learn – time management, project management, interpersonal relations, stress management, people management, conflict management, customer service, Windows, Microsoft Office Suite, JDE, and basic office equipment.
  • Functional skills – Ability to learn and use product knowledge, medical terminology, and high level of organizational and detail oriented skills.
  • Demonstrated ability to understand the mechanical and electrical systems of all Stryker Medical Products.

#LI-Medical2

Work From Home: No

Travel Percentage: None

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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