Technical Support Supervisor de San Jose, CA em Stryker Corporation

Data de Postagem: 8/6/2019

Resumo do Emprego

Descrição do Emprego

Job Description:

Oversees call center metrics and directs the daily activities for the Technical Support Team.  Directly manages team of Technical Support Representatives. Along with the team, provides technical support telephonically or via e-mail to Sales reps and Customers on Stryker Endoscopy products.  Supports Stryker International Repair Centers with technical information, and assist the Purchase Order Authorization team with technical information regarding specific repairs.

Job Responsibilities:

  • Directly manages team of Technical Support Representatives..  Trains, motivates, coaches, develops, rewards, and disciplines employees being supervised; resolves personnel issues.
  • Manages personnel issues including but not limited to vacation approvals, time card approval, daily and weekly overtime, hiring, and training.
  • Assists with development and implementation of policies and procedures; ensures all established policies and procedures are followed by employees.
  • Responsible for overall team call center metrics. 
  • Answer incoming technical questions regarding usage and set up of Stryker Endoscopy Products.
  • Interact with Stryker International Repair Centers and provide technical answers.
  • Interact with R&D, Quality, and other engineering departments to stay abreast of the latest product issues.
  • Attend regular product development meetings.
  • Assist the Purchase Order Authorization team with technical repair issues.
  • Assist Customer Service with product inquiries.
  • Educational product trainings for in-house and sales personnel.
  • Occasional travel to customer account for on-site support.
  • Coordinates training of tech support team members.
  • Oversees equipment acquisition and maintenance (Tech Room).
  • Responsible for timely response and delegation of escalated issues.
  • Monitors quality of answers.
  • Sets and modifies schedules/time cards to maintain adequate phone coverage.
  • Will submit periodic reports, both written and in person, to appropriate personnel.
  • Sets overall unit goals and priorities and evaluates subordinates performance based on those goals and priorities.
  • Coaches and develops unit personnel.
  • Is responsible for unit personnel compliance with company policies and corrective action.
  • Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

Minimum Qualifications:

  • 4-6 years related manufacturing or technical experience required.
  • 1+ year’s previous supervisory experience preferred.
  • Bachelor’s degree (B.A. or B.S.) in related field strongly preferred.
  • Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force constantly to move objects.
  • Ability to work with and assemble small objects and component parts.
  • Must be able to communicate with others in large groups and telephonically.
  • Must have good visual acuity and demonstrate fine motor skills.
  • Ability to operate common office equipment (e.g. calculator, PC, telephone, etc.).
  • Must be able to generate detailed proposals, guidelines, priorities and procedures.
  • Must be able to resolve complex issues of a moderate scope using independent judgment.
  • Must be able to observe and correct minute inconsistencies (e.g. in the printed word, product appearance, etc.).
  • Excellent interpersonal skills and communication.
  • Excellent analytical skills.
  • Excellent PC skills.
  • Excellent organizational skills.

Work From Home: No

Travel Percentage: Up to 25%

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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