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Technical Support Representative (Shift - 10:30 am - 7:00 pm EST)

AT Stryker
Stryker

Technical Support Representative (Shift - 10:30 am - 7:00 pm EST)

Kalamazoo, MI

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need

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

What we want-

Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

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Analytical problem solvers. People who go beyond, by identifying root causes, evaluating optimal solutions, and recommending comprehensive solutions to prevent future issues.

Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

What you will do-

Technical Support Representative role will conduct analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations. Utilize critical thinking skills to troubleshoot problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinative product solution. Assesses product needs in accordance with customer specifications. Acts as local on-site representative to customer's organization.

  • Support the assigned team in overall improvement on assigned department goals and under direct supervision
  • Provide troubleshooting phone support for customers, sales reps and field service technicians
  • Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
  • Deliver flexible service solutions in route to Zero planned downtime for our customers while driving customer loyalty
  • Process all work in accordance with relevant working practices and standard operating procedures
  • Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
  • Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment
  • Additional responsibilities include but are not limited to : Provide support beyond standard hours as needed if call volume and/or workload require additional time, build relationships with internal and external customers to drive exceptional customer service, develop key working relationships with engineering, marketing and sales to help grow the knowledge base within technical support, keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken, and assist in training new hires during the onboarding process

What you will need-

  • High School Diploma or Equivalent - required
  • 2+ years of professional experience - required
  • Quality People Skills - Customer Facing Role
  • Proven ability to work in a fast paced, dynamic and results oriented team
  • Must be able to manage time, stretch projects, stress and conflict
  • Must possess strong critical thinking skills and interpersonal skills
  • Must be able to bring tasks through to completion with minimal supervision
  • Must have the ability to prioritize work and keep detailed and confidential records

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.

Client-provided location(s): Kalamazoo, MI, USA
Job ID: Stryker_Combined-I0b82fVPiq8e
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • On-Site Gym
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
    • On-site/Nearby Childcare
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Casual Dress
    • Happy Hours
    • Company Outings
    • Commuter Benefits Program
    • Snacks
    • Some Meals Provided
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Leave of Absence
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Company Equity
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
    • 401(K)
    • Financial Counseling
  • Professional Development

    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Work Visa Sponsorship
    • Leadership Training Program
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Stryker.