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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)

Position Description : The Senior Representative, Customer Service is often the first point of contact for our customers for Vocera, now a part of Stryker. This is an exciting position with many points of interaction within our company. You will handle a range of customer issues from warranty service to triaging hardware issues. You will be able to direct inbound problems to the appropriate Support Engineer for comprehensive troubleshooting and resolution. The ideal candidate is customer focused, able to follow and develop processes and willing tackle additional duties as needed. Hours may range from 5am to 2pm(IST) or 2pm to 10pm(IST), Monday through Friday with rotational weekend coverage. Transportation to office is provided. This position will report to the Supervisor, Customer Service.

Responsibilities

• Document, track and manage reported customer cases using our CRM tool

• Triage customer hardware issues and route appropriately

• Proactively utilize reports, monitor, and follow up to ensure we adhere to high standards of customer service

• Track metrics and communicate trends

• Develop an understanding of Vocera policies and procedures and contribute to knowledge base articles

• Review, update, and audit documentation

• Maintain up to date knowledge on all Vocera products

• Provide feedback on how to continually improve Support tools and processes

Competencies

• Works well in a multifaceted fast-paced environment with dynamic requirements and priorities, while keeping focus on the customer

• Ability to understand and adherence to Support best practices

• Strong organizational and problem-solving skills

• High attention to detail and committed to managing problems through resolution

• Strong analytical skills

Requirements

• Bachelor's degree or equivalent

• 2+ years of experience as a technical or customer service professional

• Excellent written, verbal, telephone communication and listening skills

• Proficient with MS Office tools; especially Word, Excel, and Outlook

• SAP and Salesforce knowledge is a plus

• No travel required

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.