Technical Customer Support

Job description

To offer a professional communication link between Stryker and our customer base for all technical support activities. Work as a liaison between customers and internal departments within the organization to ensure customer satisfaction. Responding with the appropriate action, providing answers, requested documents and replacements where appropriate.

Responsibilities

• Act as first point of contact for all technical enquiries and reported product problems.
• Maintain the Technical Support and Returns (RPA) systems and records to satisfy customer technical issues, using verbal/printed information, troubleshooting, product assessment, product upgrade and product replacement as appropriate.
• Support the expedited handling/investigation of complaint issues and ensure the appropriate handling of returned products related to technical support issues.
• Develop and maintain procedures, checklists, and other document tools to support/streamline the technical support function.
• Maintain the device tracking system.
• Support Field Correction (recall) activities as needed.
• Ensure excellent follow-up on all customer-initiated issues.
• Process material through decontamination area.
• Maintain systems for the receipt and recording of customer complaints.
• Build relationships and fosters teamwork with team members, leadership and individuals within other departments.
• Assist in the generation of TSR, Returns trending for TRB.
• Assist with activities to improve compliance (regulatory and QMS)

Requirements

• Minimum Qualification: Level 3 qualification, or equivalent.
• 2 years of related experience, ideally within Technical Support.
• Familiar in working with Microsoft Office and ERP Systems
• Strong communication skills; both verbal and written
• Experience in ISO 13485 and regulated industry experience is desirable.
• Experience in managing daily workloads, continuous improvement initiatives such as process, quality, customer experience or productivity projects,
• Service and solution oriented
• Good at networking and communication
• Ability to work independently and meet deadlines.
• Occasional lifting – up to 30 pounds