Tech Support Specialist in Portage, MI at Stryker Corporation

Date Posted: 8/18/2019

Job Snapshot

Job Description

Responsible for providing expert knowledge on the entire Stryker Medical product portfolio using previous work experience.  Products include all from Acute Care, Emergency Care and Temperature Management lines. Responsibilities include effectively troubleshooting, handling part number inquiries and dispatching Field Service Representatives in response to customer requests over the phone and via email.

Responsibilities

  • Effectively troubleshoot product issues
  • Successfully navigate internal systems (Techweb, Master Control, and ServiceMax) to quickly and efficiently provide a solution to our customers
  • Responsible for having knowledge of all Stryker Corporations product portfolio to properly direct customers to the appropriate Stryker Division
  • Responsible for properly and accurately dispatching work to appropriate Field Service Representative
  • Responsible for assessing customer assets in a timely manner and determining whether customer assets are under contracts or warranty
  • Utilize and update proper software and technological tools to maintain proper records and access technical information
  • Responsible to assist other technical support specialists with questions regarding part numbers, troubleshooting related issues and customer management.
  • Assist Technical Publications teams with Service manuals along with providing accurate updates for new manual revisions
  • Perform job duties with honesty and integrity instituting a highly responsive and unsurpassed level of customer service
  • Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality
  • Have a commitment to quality by striving for reliability and quality in our products, continuously searching for ways to enhance performance and meeting all training and documentation criteria
  • Strive for operational excellence by promoting a team based, product-focused organization; contributing to continuous improvement
  • Invests in employee involvement and development by fostering personal growth, being responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect
  • Participates in the creation and continuous improvement of standardized work
  • Participate in continuous improvement activities/projects and assist any additional team/organizational projects
  • Builds relationships and fosters teamwork with team members, leadership and individuals within other departments
  • Utilize Master Control for print ID, and ECO Reviews
  • Assist customers with product questions that are not field serviceable, for example Gaymar related products
  • Responsibility to update and keep accurate information on our Tech Web site utilized by external customers, Field Service, Tech Support, Sales, Marketing
  • Continuously searches for ways to enhance performance within Technical Support
  • Conduct quality monitoring of phone calls bi-weekly for each Tech support specialist and coaches on how the call was handled
  • Be a positive example within the team
  • Be an escalated point of contact in resolving team and customer issues
  • Responsible to represent team as Subject Matter Expert on at least one product, and ability to back up at least one other product

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.

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