AMVETS Jobs

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program! (*Benefits vary by country)

The Senior Field Service Engineer is an experienced, subject matter expert who, in addition to excelling in the provision of the highest standard of technical support to Stryker customers, also seeks and leads improvement initiatives, and supports our distributors, 3rd parties, quality, sales, marketing teams through transfer of knowledge, training and coaching with the aim of achieving the Field Service goals and objectives.

What You Will Be Doing:

• Primarily focused on Stryker EMS and Acute care portfolio.

• Provides technical support and training for 3rd parties and distributors.

• Help support and manage 3rd parties and distributors.

• Provides technical support to the Stryker customer onsite, completing reactive repairs and preventative maintenance (PM) to Stryker installed equipment when required.

• Supports the business to ensure the highest standard and quality of service is provided to our customers across ASEAN.

• Delivers an exceptional customer experience and increases brand awareness through the development of strong, communicative relationships with customers and internal stakeholders, working collaboratively to solve problems.

• Seek out opportunities to improve and implement new processes, helping to drive efficiency, scalability and sustainability across Field Service.

• Works closely with their Lead Field Engineer for direction and drive this with the rest of the stake holders.

• Be the Technical Subject Matter Expert (SME) for Stryker Service ASEAN for Acute Care and EMS products

• Develop close relationships with 3rd parties and distributors.

• Provide training/support for 3rd parties and distributors in ASEAN.

• Provide highly responsive repair and maintenance support to customers.

• Repair Stryker equipment in a timely, efficient and cost-effective manner, in accordance with internal and corporate policies, procedures and external standards.

• Provide Technical Support over-the-phone.

• Conduct preventative maintenance (PM)in accordance with contractual obligations and internal procedures for customers under a ProCare Contract

• Manage inventory across distributors and 3rd parties ensuring cycle counts are completed on time in accordance with schedule, maintains a high level of inventory accuracy.

• Meet and exceed team and individual targets and KPIs set and measured

• Develop close working relationships with customers, sales representatives and other hospital staff to support Stryker objectives

• Manage training program for area of expertise

• Share expertise and knowledge and best practice with the team through coaching, training and mentoring.

• Prioritize work for self and team based on customer requirements and contributors to team metrics

• Resolve day to day escalations

• Identify gaps in process or procedure, initiate, support, contribute and lead improvement initiatives

• Create, review, and update internal procedures to reflect best practice, and compliance to Stryker and customer requirements.

• Support 3rd party service providers and distributors as applicable

Who We Are Looking For:

• Tertiary qualification in Biomedical/Electronic, Mechanical or related discipline

• Minimum 5 years of relevant work experience

• Knowledge of medical environments preferred

• Certificate IV in Workplace Training and Assessment preferred.

• Trade qualification in Electrical or Mechanical systems

• Proficiency in Microsoft Office, ERP systems, CRM systems

• Aware of the electrical and operating theatre protocol standards.

• A positive and enthusiastic team attitude

• Ability to lead and develop people through coaching, mentoring and training

• Safely manage and use hand, power, mechanical and electrical tools

• Effective knowledge of basic computer systems (office package)

• Advanced communication skills and ability to form and maintain relationship with a diverse range of internal and external customers and colleagues

• Ability to work autonomously and demonstrate effective time management

• Flexible approach to all situations

• Ability to learn new skills and processes

• Ability to understand systems in their entirety and take a systemic, logical, analytical approach to work and problem solving.

• Accountability for high level project work and process improvement

• Ability to think outside of the box, challenge historically defined processes, lead and implement ideas for change and improvement

• Ability to travel internationally (30%)

• Flexible working hours with possible urgent phone or travel response out of normal business hours

• Building training and educational plans for the team

• Driving collaboration between regions and franchise

About Stryker

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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 130 million patients annually. More information is available at stryker.com. (http:)

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.