Field Service Supervisor-Southeast Region in Atlanta, GA at Stryker Corporation

Date Posted: 11/24/2019

Job Snapshot

Job Description

As a first line supervisor or manager with primary responsibility for providing guidance, such as delegating work assignments to direct employees. Role typically requires a university degree or an extensive amount of practical knowledge gained through experience. The job is responsible for providing training for members of the team, monitoring the quantity and quality of the work in progress, coaching employees on performance and contributing to employee pay decisions or changes. This job typically requires a degree or equivalent and a minimum of 2 or more years experience.

You will interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

RESPONSIBILITIES 

  • Receives assignments in the form of objectives with goals and the process by which to meet goals.
  • Provides direction to employees according to established policies and management guidance.
  • Administers Company policies that directly affect subordinate employees.
  • Recommends changes to unit or sub-unit policies.
  • Directs Field Service Team to achieve assignments using established guidelines, procedures, and policies. Erroneous decisions or failure to achieve results may cause delay in repairs and impact customer support.  Analyzes and organizes field service team field service efficiency and field support response/effectiveness.  Interacts daily with Field Service Team, Tech Support Team and/or functional peer groups. Interaction normally involves exchange or presentation of information.  Provides immediate supervision to a unit or group of employees, assigning tasks and checking work at frequent intervals. Supervises semi-skilled and skilled employees.
  • A portion of time is normal spent performing individual tasks related to the unit or sub-unit.
  • Assists other departments in the development and improvement of products; this includes preparation/update of documentation, simplifying the installation process, formal presentation of technical data to management and/or peers.
  • Utilized the following equipment: Computer (PC and Mainframe), calculator, telephone, measurement and testing equipment.
  • Responsible for verification that all aspects of infrastructure are in place upon arrival at site. Will work with and make suggestions to any/all contractors and customers regarding integration needs. 
  • Responsible to comply with integration and documentation procedures and standards.
  • Required to perform system functional checks, identify problem areas and affect minor calibration adjustments.
  • Ability to read and understand system flow documentation and amend such documents to reflect the “as built” system.
  • May train others on operational function of installed systems.
  • Provides direct supervision to semi-skilled and skilled employees. Acts as advisor to unit or sub-unit and may become actively involved, as required, to meet schedules and resolve problems.
  • Trains and develops new hire field service personnel.
  • Supervision includes selection of new employees, performance evaluation inputs, career development, authorizes time cards, assigns overtime, and is involved with corrective action. Provides on-going training (installation procedures, GMP, etc). Must supervise work details of outside contractors to ensure quality system requirements are met.
  • Interacts with customers with regard to post market surveillance activities.
  • Other duties as assigned by manager.
  • Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

PHYSICAL REQUIREMENTS 

  • Heavy work: Exerting up to 50 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects.
  • Must be able to review printed materials.
  • Must have demonstrated fine motor skills.
  • Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.).
  • Ability to work with large pieces of equipment.

MENTAL REQUIREMENTS

  • Effective reading and writing skills.
  • Must be able to analyze and resolve non-routine testing and/or equipment issues using independent judgment.
  • Must be able to improvise based on environmental/infrastructure needs.
  • Must be able to follow and explain detailed instruction and inspection procedures.
  • Must be able to complete detailed documentation accurately.
  • Must be able to identify issues outside scope of project and refer to appropriate individuals.
  • Must be able to travel full time.

SKILLS/EXPERIENCE REQUIRED

  • Effective interpersonal and communication skills.
  • Leadership/supervisory skills.
  • Decision making skills.
  • Ability to prioritize projects.
  • Computer literate. 
  • Demonstrated ability to operate small hand tools (e.g. pliers, screwdrivers, hammer, wrenches, strippers, crimpers, etc.), power tools, and test equipment (e.g. data loggers, strip recorders, micrometers, voltmeters, waveform/vectorsopes, etc.).
  • Good math and technical writing skills.
  • Excellent problem solving skills.
  • Excellent cable management and connection techniques.
  • Must be able to interpret A/V/control system flow schematics.
  • Excellent knowledge of Stryker Communications Product set.
  • 2-3 years related technical or installation experience.
  • Some supervisory experience desirable.
  • Experience with interpreting schematics diagrams.
  • Experience with large scale integration techniques.
  • Experience with customer/project management

EDUCATION/TRAINING REQUIRED 

  • Bachelors Degree; an emphasis in manufacturing technology, electronics or related curriculum preferred

Work From Home: Remote

Travel Percentage: 30%

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.

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs

Join our talent network

Joining our talent network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected to you.

Join Our Team