Tech Support Specialist - Michigan, Portage 3800 East Centre Ave

Work Flexibility: Hybrid or Onsite

Who we want-

• Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
• Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

What you will do-

Responsible for providing expert knowledge on the entire Stryker Medical product portfolio.  Products include all patient care, patient handling, EMS, PowerLoad Systems and Instruments Waste Management Systems ranging from 1-25 years of age.  In addition, the Technical Support Specialists serve on the front lines in terms of troubleshooting, communicating and solving the majority of customer issues and or complaints over the phone.  The Specialists are also responsible for effectively troubleshooting, communicating and dispatching Field Service Representatives to respond to customer requests for service if a repair is needed.  Other major responsibilities include generating revenue through onsite training of external customers, internal and international customers on any or all products they request.  Specialists are responsible for effectively training all new Field Service Representatives on the entire product portfolio during Basic Product Training, Advanced Product Training, and “Train the Trainers” for new products and acquisitions.

• Responsible for supporting all customer service requests via phone or email within 24 hours
• Maintain knowledge of all Stryker Corporations product portfolio to properly direct customers to the appropriate Stryker Division
• Investigate product issues with the Quality & Post Market teams in order to assist Field Service Representatives in troubleshooting
• Responsible for properly and accurately dispatching work to appropriate Field Service Representative
• Assess customer assets in a timely manner and determining whether customer assets are under contracts or warranty
• Utilize and update proper software and technological tools to maintain proper records and access technical information.
• Collect, analyze and report on call center metrics in accordance with direction from Technical Support Manager
• Assist other technical support specialists with questions regarding part numbers, troubleshooting related issues and customer management.
• Assist in product development/design review meetings with Technical Product Analyst to determine serviceability of products
• Assist Technical Publications teams with Service manuals along with providing accurate updates for new manual revisions
• Work with service parts and engineering to develop service kits attend CIPT meetings to prioritize those kits.
• Participate in the creation and continuous improvement of standardized work.
• Attend and participate in New Product development and quality
• Ensure assigned training products are presentable for product trainings in training room.
• Ability to effectively write work instructions for Field Actions/ Service Kits.
• Assist customers with product questions that are not field serviceable, for example Gaymar related products.
• Utilize Master Control for print ID, and ECO Reviews.
• Update and keep accurate information on our Tech Web site utilized by external customers, Field Service, Tech Support, Sales, Marketing.

What you need-

• High School diploma or equivalent required
• Electro Mechanical /Electronic Experience preferred
• Knowledge and use of hand and power tools preferred
• Stryker Field Service Experience preferred 

• A minimum of 3 years of Stryker Medical Technical Support experience or Field Service Experience
• Must possess excellent oral and written communication skills.
• Eagerness to assist internal and external customers.
• Possess attention to detail.
• Basic skills - Time management, project management, interpersonal relations, stress management, people management, conflict management, customer service, Windows, Microsoft Office, JDE, and basic office equipment.
• Functional skills - Product knowledge, new product development, new product introduction, and organizational structure must also be known.
• Stryker specific skills - Requires ability to follow and adhere to quality standards and product specifications.

Travel Percentage: 10%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.