Technical Support Representative in Flower Mound, TX at Stryker Corporation

Date Posted: 11/30/2019

Job Snapshot

Job Description

Conducts analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations. Troubleshoots problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinated product solution. Assesses product needs in accordance with customer specifications. Acts as local on-site representative to customer's organization.

This position requires knowledge that is acquired through experience, specialized education, or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job should possess a good knowledge and comprehensive understanding of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts & principles upon which the job is based. The knowledge can be acquired through a combination of job-related training and considerable on-the-job experience. The job works within well-defined procedures that may involve a variety of work routines. This job typically requires a minimum of 3 or more years’ experience.

Basic Function:

  • Answers customer and sales representative’s 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 and forward Service Request information to coordinator for dispatching.

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.
  • Interacts with customers with regard to post market surveillance activities.
  • 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.
  • Must be able to complete detailed documentation accurately.

Skills/Experience Required:

  • 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.

Work From Home: Not available

Travel Percentage: 0%

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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