Specialist, Technical Customer Support (Hybrid)

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

The Specialist, Technical Customer Support serves as a customer service liaison, responsible for promoting and sustaining positive customer relations while providing technical troubleshooting and assistance navigating applications as designed to end users of Stryker proprietary software.

Who we want:

• Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

• Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

What you will do:

You will respond to inbound customer inquiries for technical support of Stryker data related products, including, but not limited to, LIFENET/LIFELINK CENTRAL, Wifi and Cellular Modem/Gateway support and related extension.

Demonstrate proficient knowledge of Stryker proprietary software, including, but not limited to, LIFENET/LIFELINK CENTRAL, Wifi and Cellular Modem/Gateway support and related extension. Facilitate/manage gateway/modem repair RMA process with third party vendors.

You will utilize published resources to troubleshoot standard problems and deliver resolution to customer.

Independently solve navigational questions of varied scope and complexity and troubleshoot complex, non-standard problems with no defined cause to resolution.

Independently test customer reported problems to identify and reproduce application issues to be escalated for software fix.

Provide technical support to other teams while they are engaging with customers.

Assist software verification team with testing detail as requested.

What you need:

• Bachelors degree in Technology field or 6+ years of additional relatable work experience
• 2 years of relatable experience in a support environment is preferred but not required
• Familiarity with RMA process and experience with LIFENET/LIFELINK CENTRAL, Wifi and Cellular Modem/Gateway support is a plus
• Hybrid work flexibility: Mondays, Tuesdays and Wednesdays onsite required at this work location.

$64,400 - $89,700 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

About Stryker

Our benefits:

• 12 paid holidays annually
• 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.

For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits

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.

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 on our referral page

Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.