Why join Stryker?
We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com
Shift: Monday - Friday, shift may be anywhere between 5:00 AM - 5:00 PM PT
Work Flexibility: Remote
Come join Stryker, one of the world's leading medical technology companies who, together with our customers, is driven to make healthcare better. We offer innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.
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We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine!
Who We Want:
Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.
Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes - finding ways to simplify, standardize and automate.
Data managers. People who enjoy compiling, organizing, and consolidating large volumes of data and reports.
Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvements across the business.
What You Will Do:
As the Repair Service Representative, you will be responsible for representing the Stryker brand by supporting our customers daily with all ProCare requests over the phone, email, and through assigned cases. Your essential duties and responsibilities may require you to:
- Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.
- Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
- Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
- Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with Stryker's financial policies.
- Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.
- Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
- Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
- Work with cross-functional teams to prioritize urgent repair orders.
- Assess and escalate urgent situations to leadership when necessary, and enter complaint information in a timely manner for tracking and visibility.
- Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
- Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
What You Need:
Required:
- High School Diploma or equivalent
- 1+ years of relevant experience
Preferred:
- Experience with Oracle
$17.23 - $37.02 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.
About Stryker
Our benefits:
- 12 paid holidays annually
- Health benefits include: 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 include 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.
For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits
About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.
Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page
Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.