Robotics Service Analyst (Hybrid)

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

Who we want-

• Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
• Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.
• Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

What you will do-

The Service Analyst will provide internal and external support for service-related inquiries and technical concerns. Shall maintain capabilities to coordinate Installation of new Robotic systems and applications, entitlements of Robotics Installation base, Service delivery (spare parts, repaired parts, repaired systems), and process improvements on Mako's service organization. Individual will be responsible for material and personnel movement, coordinating with purchasing, production and engineering to ensure no disruptions to Service Delivery of Mako business unit. Individual will act as Subject Matter Expert on Service Processes from initial Installation, Entitlements Setup (and renewal), tracking and coordinating Planned & Unplanned Service Events, and End-of-Life (EOL) Disposition of Service parts or systems.

This individual requires use of judgement in applying professional expertise and is expected to work independently with minimal supervision; Acting to ensure best needs of business and customer are taken into consideration and acted upon in a timely manner. Plan and execute initial setup and installation of new customers; proper Service entitlements and Service tracking accounts maintained. Maintain revenue management for entitled customers; Generating opportunities to drive or protect service revenue for customers at risk or not on service contract. Manage configurations within ServiceMax (asset configurations, customer entitlements, etc);

Additional Responsibilities:

• Coordinates inbound/outbound service operations; including inventory management, Depot priority scheduling, and transportation to ensure a sufficient supply of goods and products
• Responsible for work orders management (timely/accurate open, dispatching, and closing) in alignment with the Service activities of the business
• Review documentation of work performed (Work Orders) and ensure compliance to procedural requirements
• Supports capacity analysis and reconciliation used in the reporting, planning, and scheduling to drive greater efficiencies in workforce planning.
• Responsible for monitoring daily the Service performance to plan and tracking if mitigation is required to achieve the supply plan (across installation base)
• Interface with adjacent departments to coordinate materials in need of servicing from the field back into a usable status.
• Analytics based on historical data, current inventory levels, and industry best practices to ensure business resources are prioritized effectively
• Work with Service Engineer to identify/eliminate ‘non-value-add’ process steps in Service Parts repair processes
• Troubleshoot and provide solutions for inventory discrepancies, documentation issues, Install base inaccuracies, process improvements, or other customer inquiries.
• Responsible for tracking and maintaining appropriate inventory levels to meet business needs
• Daily interactions with Service personnel to ensure resources are allocated appropriately verse what Install-Base is entitled.
• Weekly reports of Inventory Levels, Service Parts Throughput, Upcoming priorities
• Monthly reports of in-house repairs, Service Parts replacement analysis, upcoming priorities and other business critical metrics
• Interface with Vendors for Vendor component repair processing
• Drives strategic business initiatives like Product Life Cycle Management, identifying opportunities and facilitating appropriate actions towards successful completion

What you need-

• Bachelor’s degree required
• 1+ years of work experience required, 2+ years- highly preferred
• Advanced proficiency in Microsoft office suite is required
• Work experience with planning, project management, or technical field- highly preferred
• Experience with Salesforce- preferred
• Previous experience with ERP / Inventory Management Systems- preferred

Know someone at Stryker?

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com