Associate Technical Support Specialist

**Associate Technical Support Specialist (Hybrid)**

**Portage, MI, US**

**COVID-19 vaccination requirements**

Stryker is driven to work together with our customers to make healthcare better. In order to fulfill our commitment as a federal contractor, while focusing on the health and safety of our employees and those that we serve, Stryker is encouraging US employees as well as all new US employees joining our company to be fully vaccinated against COVID-19. Today or in the future, vaccination may be a requirement based on the essential functions of the specific role or applicable regulations. Please refer to our page for current vaccination and/or reasonable accommodation requirements and timelines.

We are proud to be named one the Worlds Best Workplaces and a Best Workplace for Diversity by Fortune Magazine Learn more about our award-winning organization by visiting

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards not to mention various social and recreational activities.

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**"**This is not an IT role ****

Role will respond to internal and external customer inquiries of a technical nature regarding Stryker Medical products via phone or email.

Responsible for learning all product lines, fielding customer calls, troubleshooting customer issues, and dispatching field service reps or third party service vendors to respond to customer requests for service.

Responsibilities also include logging all pertinent customer information into the appropriate databases.

**Job Duties**

Responsible for supporting all customer service requests via phone or voice mail in a timely manner.

Will fully investigate product issues in order to assist customers

Will follow a standardized data entry process to ensure 100% accuracy for all service calls.

Initiates and tracks documentation to authorize and direct work according to customers contractual obligations.

Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.

Utilize 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 service support manager.

Complete training to achieve training certification on all product segments within first 12 months on the technical support team.

Assist with technical support call loops and e-mail inquiries on part number requests.

Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality.

Committed to quality by striving for reliability and quality in our products, continuously searching for ways to enhance performance and meeting all training and documentation criteria.

Strive for operational excellence by promoting a team based, product-focused organization; contributing to continuous improvement.

Invests in employee involvement and development by fostering personal growth, being responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect.

Participates in the creation and continuous improvement of standardized work.

Identifies and records all productivity issues or concerns and help root cause problems. Participates in the development and implementation of corrective actions.

Participate in continuous improvement activities/projects and assist in any additional team/organizational projects.

Builds relationships and fosters teamwork with team members, leadership and individuals within other depts.

Portrays ownership of growth, duty and ownership of personal development, teamwork and customer service/satisfaction

Perform additional duties as assigned.

**Education & Special Training**

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

**Qualifications & Experience**

Must exhibit excellent verbal and written communication skills and demonstrate a positive and professional image.

Must exhibit excellent troubleshooting/problem solving skills.

Must be PC literate, preferably with CRM experience.

Exhibits eagerness to assist internal and external customers.

Basic skills possess these basic skills or have the aptitude and desire to learn time management, project management, interpersonal relations, stress management, people management, conflict management, customer service, Windows, Microsoft Office Suite, JDE, and basic office equipment.

Functional skills Ability to learn and use product knowledge, medical terminology, and high level of organizational and detail oriented skills. Knowledge of hand tools and functionality. Basic electrical knowledge and troubleshooting.

Demonstrated ability to understand the mechanical and electrical systems of all Stryker Medical Products.

**Physical Requirements**

Requires ability to lift/carry 10-50 lbs. on a frequent basis depending on product line, may rarely lift/carry 50-75 lbs. May utilize lifting devices for material over 75 lbs.

Job demands include prolonged stooping, kneeling, crouching, bending, sitting, standing and/or crawling as appropriate.

May be required to reach, push or pull in order to accomplish job accountabilities.

Requires hand grasp ability.

Requires coordination of hands and/or eye/hand/foot.

Meets cognitive demands to include visual discrimination/memory, auditory discrimination/memory reading ability, independent decision making and retention of specific knowledge.

Requires use of safety glasses in designated areas.

May handle various materials that may include, but are not limited to: DuraCot fabric, nylon fabric, Velcro, zippers, product components comprised of rubber, metals, and coated products.

**Mental Requirements**

Requires ability to lift/carry 10-50 lbs. on a frequent basis depending on product line, may rarely lift/carry 50-75 lbs. May utilize lifting devices for material over 75 lbs.

Job demands include prolonged stooping, kneeling, crouching, bending, sitting, standing and/or crawling as appropriate.

May be required to reach, push or pull in order to accomplish job accountabilities.

Requires hand grasp ability.

Requires coordination of hands and/or eye/hand/foot.

Meets cognitive demands to include visual discrimination/memory, auditory discrimination/memory reading ability, independent decision making and retention of specific knowledge.

Requires use of safety glasses in designated areas.

May handle various materials that may include, but are not limited to: DuraCot fabric, nylon fabric, Velcro, zippers, product components comprised of rubber, metals, and coated products.

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at

**About Stryker**

Stryker is one of the worlds leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the Worlds Best Workplaces and a Best Workplace for Diversity by Fortune Magazine Learn more about our award-winning organization by visiting

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**Date posted:** January 6,