Technical Support Representative - 28608BR - EN in Flower Mound, TX at Stryker Corporation

Date Posted: 4/16/2018

Job Snapshot

Job Description

BASIC FUNCTION
• Answers customer calls to provide technical assistance and troubleshooting with the entire Stryker Communications product line.
• Will initiate RMA’s and follow on customer support as needed based on initial troubleshooting performed.
• Opens Trouble Tickets/Service Requests Enters customer issues data and information into computer based data tracking system.

RESPONSIBILITIES
• Answers phones within prescribed standards to achieve desired customer satisfaction levels of support.
• Enters information into Oracle based modules pertinent to Technical Support and Customer Service needs.
• Documents process of technical support form initiation of call through problem resolution of situation including all quality records involved.
• Keeps team members and supervisor informed of issues requiring FDA notification and MDR reporting.
• Responsible for compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department.
• Will train new personnel in one on one settings.
• Work on projects relating to the Technical Services department.
• May manufacture test equipment or fixtures for field use.
• 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
• 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.)

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 follow and explain detailed instruction troubleshooting and inspection procedures.

Job Requirements

SKILLS/EXPERIENCE REQUIRED
• 1-2 year installation or technical support experience with Stryker Communications or 3-4 years industry experience with call center or field service experience.
• Effective interpersonal and communication skills.
• Must be able to enunciate and speak clearly on the phone in difficult situations.
• Ability to prioritize issues.
• Computer literate.
• Functional with Microsoft Office including Excel, and Word.
• Ability to learn new systems and technologies quickly.
• Basic electronic and mechanical aptitude.

EDUCATION/TRAINING REQUIRED
• Associate Degree or technical degree preferred.
• CTS or equivalent accreditation.




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