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)
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
