Work Flexibility: Hybrid or Onsite
12 months Fixed Term Contract Position Summary
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
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