We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf)

What you will do –

You will be responsible for representing the Stryker brand by supporting our customers daily with all ProCare requests over the phone, email, and through assigned cases. You will also serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.

• Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.

• Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.

• Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with Stryker's financial policies while collecting and distributing daily team metrics.

• Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.

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

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

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

• 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.

What you will need –

• 2+ years of work experience – required

• High School Diploma or equivalent - required

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

• Must be able to communicate telephonically – required

• Experience with Oracle – preferred

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

• 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 – required

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

$ 21.05 – $ 37.02 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker 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 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.

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.