Basic Function:
Be Stryker’s face of service to specified health system or territory. Increase customer uptime through proactive product and process support and partner with customers to drive a seamless delivery experience. Drive efficiencies across the business to better the Instruments Field Service Business and Service Delivery.
Individual Responsibilities:
- Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation.
- Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance.
Functional Responsibilities:
- Provide effective, proficient, and timely post-sales service, troubleshooting and repairs, product field actions, preventative maintenance, quality control inspections to all customers in direct support of the sales team to ensure optimal customer satisfaction and best-in-class service.
- Provide technical and engineering expertise in fault detection and isolation, root cause analysis and complex repair plan development at accounts leveraging customer information and internal technical resources where applicable.
- Provide post-sale in-servicing and product-use support on equipment operation and maintenance.
- Follow all administrative duties, complete all necessary paperwork and track product support solutions, e.g. repair orders, service request forms, product inquiries, Field Actions and part order requisitions in a very accurate and timely manner.
- Assist Field Service Manager with development and deployment of the training documentation, SOPs and work instructions for the Field Service team; evaluate existing technical processes and identify deficiencies.
- Maintain an accurate inventory of Stryker equipment and parts, verify tool calibration.
- Provide advanced subject matter expertise and support to Field Sales Representatives, internal and external customers. In addition, highlight complex issues via phone, email and on site, if necessary.
- Participate in resolution of customer complaints and escalated issues.
- Work with technical support call center, manufacturing, engineering, project management, inventory, purchasing and management groups when applicable.
- Be a leader in personal performance for the field service metrics.
- Promote Stryker’s business by recognizing opportunities to fulfill additional customer needs and communicating with the appropriate Stryker personnel for follow up.
- Other duties as assigned by Manager/Supervisor.
- Manage schedule and resources as dictated by customer needs.
- Be a problem-solver and drive process improvements in all aspects.
- Plan for frequent travel between hospitals in health system and/or territory based on priority of service requests.
Conduct & Compliance:
- 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’s high ethical standards.
- Report and violations of these policies and procedures to Stryker management or in the manner outlined in Stryker’s Ethics Hotline Policy.
Supervisory Responsibilities: No
Blood Borne Pathogen Category A Position: Yes
Knowledge & Skill Requirements:
- Willing to work overtime and overnight per the customer’s specified need.
- Strong interpersonal and communication skills.
- Ability to work independently in a fast-paced environment and often stressful working conditions.
- Highly organized and able to prioritize tasks.
- Experience using power and hand tools required.
- Special attention to details.
- Ability to present ideas and results in logical manner.
- Experience with highly sensitive customer interactions and an understanding of the importance of customer relations.
- Must be self-motivated, self-reliant and able to work with little supervision.
- Must have an outstanding driving record.
- Must have near visual acuity (corrected) color vision, mobility, bending, standing, stooping, and finger dexterity.
- Strong time management skills, ability to manage multiple functions and adhere to daily deadlines.
- Ability to exert up to 75lbs of force occasionally and/or up to 20lbs of force to constantly move objects.
- Ability to remain standing and/or walking for an extended period of time.
- Maintain professional appearance, work ethic, and attitude required by Stryker and our customers.
- Proficient in Microsoft Office Applications.
- Experience interpreting service bulletins, user manuals, and other technical manuals, drawings, etc.
- Excellent teamwork, coordination and collaboration skills.
Qualifications/Work Experience
- Minimum of 3 years technical service or equivalent experience.
- Bio-medical equipment maintenance, repair and installation experience preferred.
- Proficient with Microsoft Office (computer software) and adaptability to learn company software.
- Must be able to explain and generate detailed guidelines and procedures.
- Adhere to (HIPAA) and other related patient confidentiality policies and procedures.
- Valid driver’s license with good driving record.
Education/Special Training Required
- High School Diploma required.
- University or formal technical training preferred.
More Information
Application Details
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Organization Details
Stryker