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Job Details

Service Process Lead I (R476741)

Customer Service

Customer Service



Kalamazoo, Michigan, United States

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

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.

Perform various duties as required to ensure the team meets all daily, weekly, monthly and yearly goals and objectives. Successfully lead team and process to achieve safety, quality, service, and financial goals.

  • Understand hourly attainment of responsible areas and execute to the requirements.

  • Create and execute the repair schedule based on customer needs, FIFO, priority, with guidance from Service Team Lead.

  • Collaborates and pulls in support staff, after appropriately investigation of issues, as needed.

  • Will be the first line of defense for troubleshooting including, but not limited to, equipment, quality and process issues.

  • Partners with other Service Process Leads and/or Service Team Leader to coordinate resources in the area based on production schedule and standards, troubleshooting schedule changes throughout the shift.

  • Train in responsible area and ensure team members are properly trained/certified in all facets of their job to include but not limited to (6S, MDI, SLMS, Safety, Quality, Preventative maintenance).

  • Ability to receive, build and/or ship to meet production pace requirements (up to 50% of time).

  • Expose and document problems through the MDI (Managing for Daily Improvement) process.

  • Responsible for communication with peers.

  • Support onboarding of temporary employees and new hires.

  • Work closely with the Service Team Leader to provide feedback on team members in responsible area.

  • Provide Real time feedback to employees on attainment of cycle time standards.

  • Proactive in helping colleagues.

  • Ability to fill-in for Service Team Lead, if needed

  • Responsibility for problem solving and enabling flow.

  • Track Tier 1 metrics.

  • Work from engineering drawings and/or follow documented assembly instructions.

  • Previous experience in-group problem solving.

  • Peer communication and leadership.

  • On-time completion of all required training.

  • Understands and follows Handbook rules and code of conduct

  • Understand and uses material and systematic flow process accurately, trains peers, shares insight on system improvement suggestions, and solves line side system problems.

  • Execute Leaders Standard Work

  • Responsible for appropriate handling of scrap and calibration to align with business processes

  • Ensure team is using material replenishment systems properly and escalates through appropriate channels as needed

  • Exceptionally fast to learn and adjust to changed conditions. Responds very well to new situations and encourages others.

  • Ability to cross-train across all processes to ensure flow or cross trained to all receiving and shipping functions.

  • Empowers and enables a team first environment.

  • Volume is high. Ensure the team reaches their targets.

  • Helps other team members during downtime

  • Effectively prioritizes work to maximize productivity

  • Consistently drives continuous improvement initiatives

  • Suggesting productivity improvement ideas to STL, Support Staff and CI Manager.

  • Regarded as a distinguished member of the team. Constantly exceeds expectation in supporting other team members and support staff by sharing knowledge, best practice, and experience. Exceptionally industrious, resourceful, self-reliant, and energetic. Prioritizes work/tasks to increase value for the team and business.

  • Demonstrates a positive influence on the entire team, setting a high standard for colleagues to aspire to. Extremely cooperative with leaders and others. Goes out of way to help others.

  • Actively engages with team members in problem solving.

  • Sets a professional and productive example for other teammates. Coach and mentors others.

  • Is approachable at all times by other members of the team.

  • Encourages other team members positively through change initiatives.

  • Assist in communication of improvement projects.

  • Help encourage employee engagement activities.

Education/ Experience:
  • HS Diploma or G.E.D.

  • 3+ years of experience

Physical/Safety/Mental Requirements:
  • Medium work: Exceeding up to 50 pounds of force occasionally and/ or up to 20 pounds of force constantly to move objects.

  • Must wear required PPE and adhere to all safety requirements

  • Must be able to hear and respond to safety alarms, pages and directives

  • Performs repetitive to frequent tasks using standard procedures, tools, and equipment.

  • The ability to work with and assemble small objects and component parts.

  • Uses a variety of tools that may include, but are not limited to: computers, manual and power hand tools, pneumatic tools, test equipment, presses, and measuring and cutting devices.

  • Must have very good visual acuity to determine accuracy, neatness, and thoroughness of the work assigned.

  • Requires coordination of eye, hand and foot movement with ability to meet cognitive demands.

  • Job demands include prolonged standing, walking, moving from one work site to another, ability to function in narrow aisles and passageways

  • Job demands include occasional stooping, kneeling, crouching & bending

  • Must be able to follow detailed instructions.

  • Must be able to complete detailed documentation accurately.

  • Must be able to observe and correct minute inconsistencies.

  • Must be able to communicate deficiencies/defects.

  • Must be able to communicate product or component part deficiencies to supervision or Engineering personnel.

  • Must be able to analyze and correct routine product issues using standard procedures.

  • Ability to troubleshoot complex product problems using independent judgement.

  • Understanding of various complex assemblies.

  • Must be able to complete detailed documentation accurately.

  • Ability to identify and drive quality improvements, safety observations/closures, and continuous improvement ideas.

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

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