Technical Support Coordinator - Texas, Dallas Virtual Address

Work Flexibility: Remote

Who We Want

• Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.
• Teammates. Partners who listen to ideas, share thoughts, and work together to move the business forward.
• Charismatic networkers. Relationship-savvy people who intentionally make connections with both internal partners and external contacts.  You will be the face of Stryker!
• Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.​

What You Will Do

As a Technical Support Coordinator at Stryker, you will work closely with Sales Representatives, Service Technicians, and customers to ensure they receive the best possible service by managing a technical support queue to provide technical assistance and troubleshooting within the entire Stryker Communications product portfolio. You will research problems or questions for customers, Sales Forces, Service Technicians, or Operations personnel.  This may involve going through customer files, reviewing existing orders, and consulting with other employees and/or customers while remaining in compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department. Additional responsibilities will be as followed:

• Open Trouble Tickets/Service Requests for customers and input data and information into work order tracking system. 
• Own the process of systematic returns and orders while following up on customer support as needed based on initial troubleshooting performed. 
• Utilize CRM and ERP tools to accurately enter and book small parts, repair, and return orders
• Troubleshoot in quoting tool for sales representatives if quote pricing or customer information doesn’t match customer-provided documentation. 
• Identify incorrect information when booking using the CRM tool and update alongside the necessary teams 
• Review and research incoming parts orders and advise on part number(s) as needed
• Assist in receiving in returned product to the Returns inventory and oversee the Mobile Inventory upkeep, van, and consignment orders
• Coordinate the shipment and pickups of parts to meet customer needs and/or resolve field issues
• Provide information, availability, pricing, and status updates on products, equipment returns, sales orders, and delivery scheduled.

What you Need

• ​2+ years experience in customer service and technical support environment or equivalent 
• ​​​​Clear and concise communication skills- required
• Demonstrated proficiency in Microsoft Office (including Word and Excel) - Required
• Demonstrated customer service skills, including meeting quality standards for services - required
• ​Ability to strategically think through challenges and find solutions.
• ​Effective analytical skills; demonstrate organizational skills 
• ​Familiarity with Stryker products - preferred
• High proficiency in knowledge and experience with Stryker Communications product lines with the ability to identify make recommendations on part numbers for repairs, identify alternate parts if an item is obsoleted or out of stock, and understanding of requirements to perform the repair in the field.   
• Must be comfortable with Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc. 

$27.32 – $49.13 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

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.