Technical Support Coordinator

What You Will Do -

As a Technical Support Coordinator at Stryker, you will work closely with Sales Representatives, Service Technicians, and customers to ensure they receive the best possible service by managing a technical support queue to provide technical assistance and troubleshooting within the entire Stryker Communications product portfolio. You will research problems or questions for customers, Sales Forces, Service Technicians, or Operations personnel.  This may involve going through customer files, reviewing existing orders, and consulting with other employees and/or customers while remaining in compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department. Additional responsibilities will be as followed:

• Open Trouble Tickets/Service Requests for customers and input data and information into work order tracking system. 
• Own the process of systematic returns and orders while following up on customer support as needed based on initial troubleshooting performed. 
• Utilize CRM and ERP tools to accurately enter and book small parts, repair, and return orders
• Troubleshoot in quoting tool for sales representatives if quote pricing or customer information doesn’t match customer-provided documentation. 
• Identify incorrect information when booking using the CRM tool and update alongside the necessary teams 
• Review and research incoming parts orders and advise on part number(s) as needed
• Assist in receiving in returned product to the Returns inventory and oversee the Mobile Inventory upkeep, van, and consignment orders
• Coordinate the shipment and pickups of parts to meet customer needs and/or resolve field issues
• Provide information, availability, pricing, and status updates on products, equipment returns, sales orders, and delivery scheduled.

What you Need -

Required -

• ​2+ years of work experience
• High school diploma or equivalent
• Demonstrated proficiency in Microsoft Office (including Word and Excel)
• Must be comfortable with Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc. 

Preferred -

• High proficiency in knowledge and experience with Stryker Communications product lines with the ability to identify make recommendations on part numbers for repairs, identify alternate parts if an item is obsoleted or out of stock, and understanding of requirements to perform the repair in the field.   

$28.01 – $50.38 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.