Associate Manager, Technical Service Depot Support

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 you are

• Dedicated Leaders. People who seek out the right business solutions and can influence groups and individuals both with customers as well as internally.
• Innovators. People who are open to looking at problems from different angles, continually applying new knowledge to your work, and seeking creative ways to meet challenges.
• Achievers. People who thrive in a fast-paced environment and are not afraid to go the extra mile for the good of the team.
• Collaborative Partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

The Associate Manager, Customer Service is accountable for the daily Contact Center operations and leading a cross-functional team to deliver world class service through a balanced approach to employee engagement, customer satisfaction and business outcomes.

What you will do

• Leads a team to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions.
• Plans, organizes, and sets goals to best utilize personnel to achieve long and short-term goals.
• Manage a team of supervisors, team leads and/ or individual contributors in cross-functional operations of a fast paced call center environment.
• Plan, oversee and drive a culture of continuous improvement.
• Keep current with industry trends and utilize knowledge gained to manage process improvements.
• Work with peers across the organization and industry to establish and execute best practices.
• Manage department financial objectives through careful budgeting and analysis of results and corrective actions as necessary.
• Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles.
• Analyze, develop and report on team KPIs while driving for improvement.
• Drive customer satisfaction and engagement through execution of the strategic plan.

What you need

• Bachelor's degree required
• 6+ years of relevant experience required
• 2+ years proven organization and people leadership experience required
• Intermediate understanding of customer service and leading teams in a call center or similar environment preferred
• Exercise discretion and independence when applying professional expertise.
• Ability to manage time, projects, stress and conflict.
• Must possess strong interpersonal skills including written and oral communication.
• Ability to bring tasks through to completion with minimal supervision.
• Ability to prioritize work and keep detailed and confidential records

What We Offer

• A winning team driven to achieve our mission and deliver remarkable results
• Quality products that improve the lives of customers and patients
• Ability to discover your strengths, follow your passion and own your own career

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