Technical Support Representative

Full Job Description

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.

• Patient-oriented achievers – Engineers with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
• Charismatic networkers – Relationship-savvy people who intentionally make connections with both internal partners and external contacts.
• Challengers & Influencers – People who constantly challenge themselves and each other to achieve more & to win the right way.
• Teammates – Partners who listen to ideas, share thoughts, and work together to move the business forward.

• Answer incoming calls and emails from sales reps, customers, OnSite Specialists, or other Endoscopy employees regarding usage, technical assistance, troubleshooting, and set up of Stryker Endoscopy products.
• Open support cases and service requests on customer issues, product trending data, and information into a computer-based data tracking system (Salesforce).
• Ensure compliance with standard written procedure and quality documentation of company policy and the Technical Support department.
• Take responsibility for the team metrics and focus on goals set for the team.
• Interact with R&D, Quality, and other engineering departments to stay knowledgeable of the latest product issues.
• Provide educational product trainings for in‑house and sales personnel.
• Support Customer Care teams with technical information.
• Lead or attend product update and/or development meetings as needed and share information.
• Use Salesforce data to create reports for QA, Marketing, and R&D as needed.
• Assist Customer Service, Sales Support, Loaners, Repairs, and other teams with product inquiries.
• Perform additional duties as assigned.

• 3+ years of work experience – required.
• Installation, technical support, industry experience with call center or field service experience – preferred.
• High school diploma or equivalent – required.
• Clinical knowledge – preferred.
• Medium work: ability to exert up to 50 pounds of force occasionally and/or up to 20 pounds constantly to move objects.
• Ability to work with and assemble small objects and component parts.
• Good visual acuity and fine motor skills.
• May be required to reach, push, or pull to accomplish job duties.

$23.94 – $42.70 per hour, plus bonus eligible and benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

• 12 paid holidays annually.
• Health benefits:
  
  Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program, and tobacco cessation program.
• Financial benefits:
  
  Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short‑term disability insurance.