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Stryker.

Technical Support Representative

Stryker. - Flower Mound, TX

About Stryker

Stryker is one of the world's leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. More information is available at www.stryker.com All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. We are an EO employer – M/F/Veteran/Disability.

Job Description / Information

BASIC FUNCTION

• Answers customer calls to provide technical assistance and troubleshooting with the entire Stryker Communications product line.

• Will initiate RMA’s and follow on customer support as needed based on initial troubleshooting performed.

• Opens Trouble Tickets/Service Requests Enters customer issues data and information into computer based data tracking system.

RESPONSIBILITIES

• Answers phones within prescribed standards to achieve desired customer satisfaction levels of support.

• Enters information into Oracle based modules pertinent to Technical Support and Customer Service needs.

• Documents process of technical support form initiation of call through problem resolution of situation including all quality records involved.

• Keeps team members and supervisor informed of issues requiring FDA notification and MDR reporting.

• Responsible for compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department.

• Will train new personnel in one on one settings.

• Work on projects relating to the Technical Services department.

• May manufacture test equipment or fixtures for field use.

• Other duties as assigned by manager.

• Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

PHYSICAL REQUIREMENTS

• Must be able to review printed materials.

• Must have demonstrated fine motor skills.

• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.)

MENTAL REQUIREMENTS

• Effective reading and writing skills.

• Must be able to analyze and resolve non-routine testing and/or equipment issues using independent judgment.

• Must be able to follow and explain detailed instruction troubleshooting and inspection procedures.

Minimum Qualifications

SKILLS/EXPERIENCE REQUIRED

• 1-2 year installation or technical support experience with Stryker Communications or 3-4 years industry experience with call center or field service experience.

• Effective interpersonal and communication skills.

• Must be able to enunciate and speak clearly on the phone in difficult situations.

• Ability to prioritize issues.

• Computer literate.

• Functional with Microsoft Office including Excel, and Word.

• Ability to learn new systems and technologies quickly.

• Basic electronic and mechanical aptitude.

EDUCATION/TRAINING REQUIRED

• Associate Degree or technical degree preferred.

• CTS or equivalent accreditation.

4 days

Stryker.

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Technical Support Representative Stryker. - Flower Mound, TX, United States

   

Location: Flower Mound, TX

Company Profile:
Stryker is one of the world's leading medical technology companies and, together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. Stryker is active in over 100 countries around the world.