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Stryker Repair Team Lead in San Jose, California

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.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

Essential duties & responsibilities: (detailed description)

  • Will serve as the primary resource in providing customer support by answering and/or resolving questions as they relate to service and repair. Possible support includes, but is not limited to, basic product information, pricing, and service program information.

  • Will dedicate a portion of the shift on a phone queue while providing additional support to team members within Repair Call Center

  • Serves as final escalation point for Repair team members prior to requiring manager level approval

  • Serve as project lead for the Repair value stream

  • Approve and track all transfer of ownership requests

  • Manage the phantom shipment process

  • High aptitude for time management between tactical and team support

  • Effectively collaborate with necessary cross-functional groups

  • Manage assigned discounting threshold approval for Repair Call Center Associates

  • Timeliness, professionalism, and genuine care in these responses will be key metrics for this individual.

  • Communicate guidelines and policies effectively with all internal and external customers.

  • Advise accounts on ProCare programs during repair approval/pricing confirmation calls.

  • Work with the cross-functional teams to prioritize urgent repair orders.

  • Exceptional analytical/critical thinking capabilities

  • Support continuous improvement initiatives

  • Oversee new hire training

  • Extensive troubleshooting capabilities

  • Assist in oversight of team’s shared inbox

  • Assess and escalate urgent situations to leadership when necessary.

  • Enter complaint information in a timely manner for tracking and visibility.

  • Maintain excellent customer service throughout all interactions.

  • Pull repair history reports for accounts requesting this information.

  • Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.

  • Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.

  • Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.

Education & special trainings:

  • High School Diploma

  • Bachelor’s Degree in business-related concentration, preferred.

  • 7+ years in related role, or 10+ years in customer facing experience

  • Previous SME experience

  • Previous ERP and SFDC experience required

  • Please leadership experience desired

  • Proficiency in data analytics and visualization

  • Business Function: Customer Care

  • Up to 10% Travel Required

Qualifications & experience:

  • Must be able to prioritize work effectively.

  • Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.).

  • Must be able to communicate telephonically.

  • Preferred experience with Oracle.

  • Must be able to communicate with large groups of people.

  • Must be able to review printed materials.

  • Must be able to use common office equipment (e.g. calculator, PC, fax machine, etc.).

  • Must be able to generate and explain guidelines and procedures.

  • Excellent analytical skills.

  • Excellent interpersonal skills.

  • Demonstrated effective organizational skills.

  • Demonstrated customer service skills, including the ability to communicate professionally and effectively with field-based customers via telephone and e-mail to continuously drive customer satisfaction.

Physical & mental requirements:

  • Sedentary work: exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

  • Ability to articulate thoughts professionally.

  • Commitment to excellence and high standards.

  • Excellent written and verbal communication skills.

  • Ability to work with all levels of management.

  • Demonstrated ability to make independent decisions and sound recommendations for inventory assortment based upon compiled inventory usage data.

  • A high degree of emphasis on accountability for quality/GMP compliance, customer service, levels, inventory management and cost reduction.

Know someone at Stryker?

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

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