Field Service Representative - Chicago - 31313BR - EN in Chicago, IL at Stryker Corporation

Date Posted: 6/1/2018

Job Snapshot

Job Description

With minimal direction and supervision, the Field Service Representative will schedule and perform on-site installation, maintenance and repair of highly complex capital medical equipment and software systems. Responsible for maintaining customer satisfaction, providing both verbal and on-site customer support. Verify and approve the operational quality of Stryker systems and equipment.
  • Mastery level of proficiency in the repair, maintenance, operation and clinical use of Stryker robotic systems and instrumentation.
  • Possess thorough knowledge of the surgical orthopedic industry.
  • Exercise sound judgment and decision making within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
  • Independently manage work calendar and travel schedule to ensure customer satisfaction and business commitments are met
  • Serve as company liaison with customer on administrative and technical matters.
  • Achieve and maintain a high level of performance whereby allowing Stryker to meet and exceed the company’s financial goals and performance metrics.
  • Manage assigned territory as an individual profit center. Territory revenue is produced from Service Agreements (SAs) and Time and Material Service. Manage expenses to maintain a profit margin of at least 30%.
  • Exercise selling skills and customer care ability necessary to achieve revenue and margin goals. This is accomplished through ensuring total customer satisfaction therefore facilitating renewals of existing SAs.
  • Promote the growth of Stryker by partnering with Account Executives and MPS team members actively identifying potential sales leads. Communicate regularly with Account Executives regarding these leads and any customer satisfaction issues.
  • Manage and control field inventory, tools, test equipment, technical documentation and other assigned equipment.
  • Prepare and submit applicable field service documentation in a complete, accurate and timely manner as directed. This includes but is not limited to, field service reports, expense reports and service checklists.
  • Independently and proactively schedule and perform required preventive maintenance visits and engineering updates (ECN’s) as required.
  • Other duties may include, but are not limited to, instructing/training customers on operation and maintenance of equipment, software and hardware upgrades/updates, installation and maintenance of equipment at conventions, road shows, and seminars as required.

Job Requirements

  • Bachelor’s degree in Engineering discipline, or an equivalent combination of education and experience.
  • Minimum of 5+ years as a technical field service professional required.
  • • Demonstrated high degree of technical proficiency, excellent problem solving skills, and analytical ability.
  • • Demonstrated knowledge of networking set ups and protocols. A+ and Net+ certification desired.
  • • Demonstrated interpersonal and communication skills; ability to interact effectively with customers is necessary.
  • • Ability to work on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
  • • Demonstrated knowledge of robotics or highly complex product; knowledge of capital equipment preferred
  • • Proven track record of working independently, making critical decisions with very limited direction
  • • Multiple project and time management skills
  • • Working knowledge of Windows operating systems and office applications required.

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