Product Support Lead in Mahwah, NJ at Stryker Corporation

Date Posted: 11/3/2018

Job Snapshot

Job Description

Provide on call product support to the Stryker Recon and Trauma selling divisions and be a 24hr point of contact for the field including weekends and holidays.

  • Ensure the accurate and timely completion of Monthly reports, maintenance of call records, handling of enquiries and complaints quickly and professionally in accordance with company procedures.
  • Maintain existing knowledge and enhance knowledge of new products/procedures through Stryker Sales training, Stryker University, Cadaver labs and live surgeries.
  • Assist Stryker sales force/branches through the OR Assist hotline with their surgical inquiries.
  • Act as point of first reference for all patient, product related enquiries and work collaboratively with colleagues in Clinical Research and Regulatory to address any issues that may arise i.e. 510k, product actions.
  • Knowledge of Distribution, Customer Service, Technical support and field service operational procedures in order to assist in opportunity identification and decision making.
  • Investigate and expand portfolio of product support as business needs dictate.
  • Provide voice of customer data back to Marketing and R&D teams regularly and highlight reoccurring trends
  • Responsible for reviewing product data with Business Support team members to ensure that correct procedures and product information is being provided to the field. I.e. Surgical Techniques, Material Compositions, and Product Measurements.
  • Managing the Digital Template database for the Stryker Pacs library and partnering with the legal department on creating digital templating contracts for vendors.
  • Work with engineers to deliver technical solutions to meet customer needs.
  • Provide support to Military sales and intercompany orders.
  • Provide support and be the first point of contact for the field 24/7 including weekends and holidays.
  • Creating information repository for new/existing Recon and Trauma product lines including Surgical Techniques, Material Compositions, FAQ’S, and Compatibility forms.
  • Respond to customer inquiries regarding product information, delivery dates, shipping, product returns, credits/collections and general issues.
  • Provide customer service back up during company closings due to weather and late night coverages.
  • Partner with switchboard operators to ensure that all contact lists are up to date with proper point of contacts.
  • Process requests for patients seeking implant ID cards.
  • Submit information into AS400 database on received calls.
  • Achieve 100% monthly e3 training completion.
  • Update procedures and protocols for on call process.

Insert detailed job description here.

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.

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