Service Coordinator/Repair Technician NZ - 27664BR - EI in Auckland at Stryker Corporation

Date Posted: 4/16/2018

Job Snapshot

Job Description

Stryker - Australia's #1 Best Place to Work for 2017!

We help to change and save people’s lives through teamwork, dedication and innovative technology. We care about our customers, patients and each other which is why we are consistently recognised as a great place to work. Our continued success means we are expanding our team. We are looking for exceptional people who truly want to make a difference…. because at Stryker we do!!

Basic Purpose of Role/Why the job exists

The SC team is the first point of contact between our customers, both internal and external, and Technical Services as a whole. They coordinate and prioritise workload whilst ensuring that the Field Service Engineers have everything that they need to perform their role. They are also responsible for order processing through to invoice for Technical Services.

Included in the responsibilities is the role of Repair Centre Technician where it is required to diagnose, repair and test Stryker Medsurg equipment.

Key areas of accountability
  • First point of contact for all Technical Service related enquiries
  • Call handling for all phone inquiries into the SSP Repair Centre
  • Booking incoming repair jobs through Service Max and prioritising based on circumstances, driving the workflow of the Bench Technicians
  • Dispatching repaired items back to the customer
  • Management of Service Contracts, including the documentation, entering them into Service Max and the maintenance thereof
  • Receipting incoming parts and arranging the distribution of them when required in the Field
  • Management of the Technical Services email through Service Max, responding to customer enquiries within appropriate timeframes
  • The shipment and receiving of international repair jobs, working with our overseas suppliers to ensure items are repaired within appropriate timeframes.
  • Following up with customers to obtain Purchase Order numbers for jobs that have been quoted for repair
  • Shipping and receiving loan items and following up outstanding loan units
  • Active participation in weekly team meetings and monthly presentations back to the business. Personal responsibility for feeding back on designated KPI numbers
  • Reporting on Tech Service metrics as required throughout the business.
  • Problem solving and process improvement
  • Follow documented internal procedures to repair Stryker MedSurg equipment in a timely, efficient and cost effective manner.
  • Conduct Quality Inspection Procedures for all repaired equipment in accordance with detailed work instructions.
  • Meet weekly individual targets measured by volume of repairs and other work undertaken
Critical Requirements:
  • Ability to work in a high technology environment with a high degree of accuracy and attention to detail (particularly JDE and Microsoft Office Suite)
  • Highly developed customer service skills, including conflict resolution.
  • Understanding of administrative and clerical processes including knowledge of invoice and electronic filing systems.
  • Advanced communication skills to work with a diverse range of internal and external customers and colleagues.
  • Ability to learn new products and systems.
  • Attention to details and ability to work to deadlines and plans.
  • Ability to work within a team to ensure customer expectations are met and exceeded
  • Advanced comprehension of processes related to field service, repairs, and system inquiries
  • Ability to think outside of the box, challenge historically defined processes and put forward ideas for change and improvement
  • Safely manage and use basic hand, power, mechanical and electrical tools
  • Analytical and logical approach to problem solving
  • Attention to details and ability to work to deadlines and plans
  • Ability to work autonomously
  • Advanced communication skills to work with a diverse range of internal and external customers and colleagues
  • Ability to think outside of the box, challenge historically defined processes and put forward ideas for change and improvement
A career with Stryker will push you and challenge you, providing growth opportunities and the prospects to advance your career. For driven high achievers, you will be working with committed, like-minded people, giving you the support to reach your full potential.

#LI-POST

Job Requirements

As above

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