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.

Basic Function

• Responsible for building and engaging the technical support team to meet and exceed defined performance objectives.
• Manages technical support schedule to support activities to include opening cases, dispatching field service, troubleshooting, and ordering parts.
• Drives efficiency within the team to ensure the email queue is managed and cases/parts orders are handled in a timely manner.

Responsibilities

• Provides immediate supervision to a unit or group of employees, allocating tasks and checking work at frequent intervals. Manages semi-skilled and skilled employees.
• Manages personnel issues including but not limited to vacation approvals, time card approval, daily and weekly overtime, hiring, and training.
• Creates assignments in the form of objectives with goals and the process by which to meet goals.
• Provides direction to employees according to established policies and senior management guidance.
• Directly manages customer and sales expectations.
• Administers Company policies that directly affect subordinate employees.
• Interacts daily with Field Service Team and/or functional peer groups.
• Recruits, interviews, and selects personnel to ensure efficient operation of the field service functions with a specific area.
• Drives team’s efficiency gains through process improvement projects as assigned by management.
• Responsible to comply with documentation procedures and standards.
• Trains and develops new hire technical support personnel.
• Resolves problems related to technical support brought to them by their subordinates, peers, and manager(s)
• Interacts with customers about post market surveillance activities.
• Responsible for compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department.
• Work on projects relating to the Technical Services department.
• Other duties as assigned by manager.
• Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

Physical requirements

• Must be able to review printed materials.
• Must have demonstrated fine motor skills.
• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.)

Mental requirements

• Effective reading and writing skills.
• Must be able to improvise based on environmental/infrastructure needs.
• Must be able to complete detailed documentation accurately.
• Must be able to identify issues outside scope of project and refer to appropriate individuals.
• Must demonstrate critical thinking skills to solve customer and sales related problems.
• Must be able to review printed materials.
• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.).
• Must have extensive knowledge of product offerings.

Skills/experience Required

• 1-2 year installation or technical support experience with Stryker Communications or 3-4 years industry experience with focus on technical support and/or customer service.
• Demonstrates mastery of basic level Supervisor tasks.
• Effective interpersonal skills.
• Effective written and oral communication skills.
• Good judgment with the ability to make timely and sound decisions.
• Leadership/supervisory skills.
• Ability to prioritize projects.
• Computer literate.
• Good math and technical writing skills.
• Excellent problem-solving skills
• Utilizes the following equipment: computer, calculator, telephone, measurement and testing equipment.
• Proven ability to recruit and retain talent.
• Previous supervisory experience desirable

Education/training required

• Bachelor’s Degree required