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Job Details


Regional Service Supervisor - Los Angeles, CA - Sustainability Solutions (R477948)

Customer Service

Supervisor

Yearly

No

Virtual, California, 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 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.


Job Summary

Responsible for the day to day performance of all Service Associates within the region including daily collections schedules, performance management and development, and selecting and hiring talent. The Regional Supervisor will also act as the service lead to the sales region and collaborate with the customers and sales team to develop proactive collection and customer engagement strategies to increase receipts and drive revenue generation.

Essential Duties and Responsibilities

  • Supervises (directly) the Service Associates. Supervisory duties include selection of new employees, performance evaluations, career development, authorizing of time cards, overtime assignment, and is responsible for appropriate performance management.
  • Coaching, developing and leadership of all Service Associates throughout assigned territory in addition to initial on-boarding and continuous education of relevant SSS curriculum.
  • Responsible for overall talent acquisition, including interviewing, selection, and hiring based on the talent needs in the region on-boarding new employees.
  • Work directly with the Service Manager to develop regional talent and receipt collection plans that align with the Service strategy and Divisional strategic imperatives.
  • Partner with Sustainability Solutions Sales Regional Manager and local sales reps to execute collection strategies, customer engagement, and support for the local Service Associates.
  • Engage with customers (Administrators and Clinicians) regarding the collections of single-devices to increase reprocessing, maximize cost savings, sustainability initiatives, and Service Associate performance.
  • Responsible for achieving regional performance KPI’s (PTQ, in-services, productivity, etc.) and reporting to Area Service Manager at an appropriate and regular cadence.
  • Assist in the implementation plans and execution of new accounts to ensure efficient and effective receipt collections and ensures alignment with customer and sales expectations.
  • Enforce on time completion of SLMS assignments for all Service Associates.
  • Responsible for working with local team and Service leadership to ensure sick, vacation, and leave days are covered.
  • Monitors the attendance of employees.
  • Responsible for writing performance and merit reviews.
  • Leveraging existing resources and actively works with Area Service Manager to gain understanding of Productivity Report and impact to Area Regional P&L.
  • Adheres to all policies and procedures put forth in the Sales code of conduct.

Qualifications (Education, Certifications and/or Experience)

  • Must reside in geographical regional coverage area.
  • Ability to innovate solutions and react and deploy quickly to regions of need.
  • Excellent attention to detail and the ability to research and analyze information and draw valid conclusions is essential.
  • Ability to think ‘outside the box’ for receipt related performance.
  • Must be analytical and process-oriented, highly motivated with results driven leadership abilities.
  • Must have effective written and verbal communication skills as well as highly developed analytical and organizational skills, preparation, follow through, and report presentation.
  • Ability to set priorities, multi-task and meet deadlines.
  • Ability to manage multiple tasks and various stakeholders autonomously.
  • Understanding of document process and procedures.
  • Ability to build relationships at various levels within the organization and with customers and partners.
  • Stryker product knowledge preferred.
  • Bachelor’s Degree, Associates Degree, or equivalent certifications preferred.
  • Minimum (2-4) years of recent service, sales or supply chain experience.
  • Must be able to travel up to 50%.
  • Computer skills including MS Office Suite with strong Microsoft Excel, PowerPoint, and PowerBI skills along with strong verbal, written communication, and organizational skills.
  • Excellent analytical skills
  • Excellent interpersonal skills

Work Environment

  • While performing the duties of this job, the employee is required to stand, walk, sit, occasionally for long periods of time; use hands to finger, handle, or feel objects; reach with hands and arms; balance; stoop, kneel, or crouch; talk or hear.
  • The employee may occasionally lift and/or move up to 25 pounds (seek assistance for greater amounts).
  • While performing the duties of this job, the employee may be exposed to weather conditions prevalent at the time.
  • The noise level in the work environment is usually moderate.
  • May be exposed to Hazardous materials. Employees need to consult MSDS in their work area.
  • Up to 50% travel with respective region/business unit.


COVID-19 vaccination requirements

Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain the COVID-19 vaccination as an essential function of their role.

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