Job Information
Stryker Technical Service Representative in Kalamazoo, Michigan
We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf)
What you will do -
The Technical Service Representative works in a fast paced environment and partners closely with other internal departments to provide exceptional customer care to both internal and external customers. The primary responsibility of this position is under a moderate amount of supervision, requiring a basic understanding of work routines and procedures within the role to support the sales team by interfacing with customers. This role is expected to accurately execute customer order transactions in an effective, efficient, analytical manner. This also includes an emphasis on maintaining a high level of relationship management, quality communication, and interaction with Distributors, Sales Management, and internal departments. Must be detail oriented with a strong work ethic focused on providing a positive customer experience.
Provide phone support for inquiries from sales and healthcare professionals.
Responsible for performing but not limited to Service Order Entry, Data Cleansing, PM Scheduling, Invoicing for Service, and Service Approvals.
Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
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
Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies, take appropriate action required to resolve dispute.
Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
What you need -
Required
2+ years of work experience required
High School Diploma or equivalent
Must have the ability to work flexible hours, as needed to support the business needs.
Preferred
Customer Service or Account Management experience
Computer skills and know-how to navigate between different systems
Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)
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. Stryker 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 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.
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.