Provides first-line technical support for medical device customers, handling product issues, complaints, returns, replacements, troubleshooting, documentation, and follow-up. Maintains support, returns, complaint, device-tracking, and ERP records; supports recalls, decontamination, regulatory compliance, and quality-system activities. Develops procedures and checklists, assists with trend reporting and continuous improvement, and coordinates with internal departments to resolve customer issues.
Work Flexibility: Hybrid or OnsitePosition Summary
What you will do:
What you need:
Travel Percentage: 0%
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.
What you will do:
- 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)
What you need:
- 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
United Kingdom Pay Ranges:
- United Kingdom: £24,900 - £41,500 GBP Annual
At Stryker, we believe transparency helps candidates make confident decisions about their next career step. Compensation is an important part of that process and we want to be clear about how pay is determined. The compensation information posted for this role may be presented as a salary range or a fixed amount depending on the role. In addition to base salary, this role may be eligible for incentive compensation (such as bonus and/or commissions where applicable), along with Stryker’s comprehensive benefits package.
If you’d like to learn more about the salary or the benefits associated with this role, your recruiter will be happy to walk you through the details as you progress through the hiring process.
Travel Percentage: 0%
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