Technical Service Representative

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 the #5 World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

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. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program! (*Benefits vary by country)

Job Description:

Under Minimal Supervision

• Provide phone support for inquiries from sales and healthcare professionals.
• Responsible for performing but not limited to Service Order Entry, Data Cleansing, PM Scheduling, Invoicing for Service, and Service Approvals.
• Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
• Process all work in accordance with relevant working practices and standard operating procedures.
• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
• Provide support beyond standard hours as needed if call volume and/or workload require additional time.
• Build relationships with internal and external customers to drive exceptional customer service
• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies, take appropriate action required to resolve dispute.
• Prepare product or service reports by collecting and analyzing customer information.
• Implement and support Quality initiatives throughout Customer Service workflow
• Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
  

Education:

High School Diploma

Qualifications/Experience:

• Clear and concise communication skills
• Passion for best-in-class customer service and ability to make customers promoters of our products and services
• Drive to dig into the details of customer issues to solve problems proactively
• Computer skills and know-how to navigate between different systems
• 2+ years of customer or account management experience preferred
• Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)
• Demonstrated problem solving and communication skills
• Demonstrated organizational, customer service and follow up skills
• Demonstrated phone skills; ability to maintain composure in stressful situations
• Demonstrated interpersonal skills with ability to successfully communicate verbally and writing
• Demonstrated accuracy in data entry and report generation
• Must have the ability to work flexible hours, as needed to support the business needs.
• Must be able and willing to work successfully in a team environment.

Physical Requirements:

• Sedentary work: may exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently to move objects. Generally involved sitting most of the time.
• Coordination of eye, hand and foot movement with an ability to grasp by hand and meet cognitive demands to include visual and auditory discrimination / memory, reading ability and memory retention ability.

Mental Requirements:

• Exercise discretion and independence when applying professional expertise.
• Must be able to manage time, projects, stress and conflict.
• Must possess strong interpersonal skills including written and oral communication.
• Must be able to bring tasks through to completion with minimal supervision.
• Must have the ability to prioritize work and keep detailed and confidential records

Our benefits

Our total rewards offering varies by country but often includes 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.

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/