Service Advisor in Hamilton at Stryker Corporation

Date Posted: 11/24/2019

Job Snapshot

Job Description

This position is responsible for providing front line support for our customers on both technical support and administrative inquiries.  This role will assist Service Technicians in ordering parts, following up on outstanding parts, and obtaining repair approvals from customers, creating repair orders in the system, shipping replacement items to customers and handling a large volume of Telephone calls and Emails.  This individual must serve as a contributing member of the Service Team while championing Stryker’s Vision, Promise and Mission.


Individual Responsibilities:

  • Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
  • Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance.

Functional Responsibilities: 

                In-House service & support:

  • Receive incoming repairs and prepare customer product for the repair process
  • Disposition all received items to the proper locations
  • Receive incoming parts/inventory and assign to repairs or put-away
  • Follow-up on outstanding parts for repairs
  • Ship repairs to external vendors
  • Create modify and manage PO’s for external repair vendors
  • Follow-up with customers for repair approvals outstanding loaners and other day to day transaction needs
  • Respond to all incoming calls, e-mails and voice mails in a timely and professional manner, providing administrative support, and if needed product information to customers using knowledge of products,  and documentation
  • Assign emails/cases to other members of the team
  • Ensure the email queue is cleared each day, and take ownership of all incoming requests to service
  • Answer Administrative and technical customer inquiries on all Stryker’s products; (camera systems, surgical instrumentation, and operating room equipment)
  • Coordinate problem resolution with appropriate departments/divisions
  • Provide administrative support for Field and In-House service repair co-ordination
  • Create Repair orders and assign repair orders
  • Order Parts for Field Repair
  • Provide administrative support for demo/loaner repairs
  • Work with territory managers and other technicians to ensure customer satisfaction
  • Coverage of other duties on the In-House team as required and assigned by the manager.

Conduct & Compliance

  • Abide by and support the policies set forth in the Stryker Code of Conduct
  • Understand that compliance with the Code of Conduct, as it may be amended by Stryker Corporation from time to time, is a condition of continued employment with Stryker
  • Conduct work in compliance with all laws, rules, and regulations and in accordance with Stryker’s high ethical standards
  • Report any violations of these policies and procedures to Stryker management or in the manner outlined in Stryker’s Ethics Hotline Policy

Knowledge & Skill Requirements

  • Bilingual (French & English) recommended
  • Ability to work independently
  • Ability to work in a fast-paced environment
  • Ability to read and understand service documentation
  • Ability to troubleshoot simple issues over the phone or via email/chat
  • Highly organized and able to prioritize tasks
  • Ability to perform daily repetitive data entry
  • Strong time management skills, ability to manage multiple functions and adhere to daily deadlines
  • Knowledge of proper lifting/body mechanic techniques, ability to occasionally lift 50lbs
  • Strong interpersonal and communication skills
  • Special attention to detail
  • Accuracy is essential for data entry skills
  • Lean Six Sigma experience an asset

Education & Qualifications

  • Post-Secondary Diploma in a related field required, University Degree preferred
  • 1-2 years of related technical experience preferred

Internal applicants with an equivalent combination of education, experience and performance over time at Stryker will be considered

Work From Home: Not available

Travel Percentage: 10%

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