Job Description

Work Flexibility: Hybrid or Onsite

Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.

Relationship-builders. Create genuine, trusting relationships with internal team members, business partners and leadership through strong interpersonal skills enabling collaboration and influence others to achieve results.

Organized communicators. Highly organized with strong attention to detail and ability to clearly communicate detail with business partners.

What you will do:

This position is responsible for providing front line support for our customers on both technical support and administrative inquiries. This role will assist service technicians ordering parts, following up on outstanding parts, and obtaining repair approvals from customers. This individual must serve as a contributing member of the Service Team while championing Stryker\xe2\x80\x99s Vision, Promise, and Mission.

• Respond in a professional and enthusiastic manner to all customer inquiries via phone and email regarding product information service repairs, pricing, availability, delivery dates, shipping, product returns, credits, and general administrative issues.
• Be responsible for clearing the email queue each day and taking ownership of all incoming requests to service.
• Answer technical calls on all Stryker\xe2\x80\x99s products, camera systems & surgical instrumentation, and operating room equipment.
• Utilize resourcefulness and critical thinking skills to research and resolve order and invoice discrepancies.
• Employ excellent time management, prioritization, and organizational skills to follow up with customers on all outstanding Service orders within expected timelines.
• Record customer experience feedback, as well as analyze root cause to identify trends and improve service provided to customers.
• Accurately process Technical Service orders received by telephone, email, and EDI; Provide acknowledgment and confirmation of receipt to the customer.
• Actively manage open sales orders to ensure timely shipments/accurate sales/proactive communication to customers.
• Handle Administrative/Reporting Tasks as required.
• Participate in the development and implementation of continuous improvements within the department.
• Actively participate in team and company meetings
• Abide by and support the policies set forth in the Stryker Code of Conduct
• Understand that compliance with the Code of Conduct, as it may be amended by Stryker Corporation from time to time, is a condition of continued employment with Stryker.
• Conduct work in compliance with all laws, rules, and regulations and in accordance with Stryker\xe2\x80\x99s high ethical standards.
• Report any violations of these policies and procedures to Stryker management or in the manner outlined in Stryker\xe2\x80\x99s Ethics Hotline Policy.

• Post-Secondary Diploma required, University Degree Preferred
• Must be bilingual in English and French
• Related technical experience in medical field.
• Background from a Technical School in Mechanical, Electronics or Electrical Background
• 2 years of working experience in a call center/customer service environment or equivalent required.
• Proficiency using computer systems such as Excel, ERP\xe2\x80\x99s, CRM\xe2\x80\x99s
• Lean Six Sigma experience an asset.
• Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered.

Stryker