Technical Service Representative

Work Flexibility: Hybrid or Onsite

The Technical Service Representative works in a fast paced environment and partners closely with other internal departments to provide exceptional customer care to both internal and external customers. The primary responsibility of this position is under a moderate amount of supervision, requiring a basic understanding of work routines and procedures within the role to support the sales team by interfacing with customers. This role is expected to accurately execute customer order transactions in an effective, efficient, analytical manner. This also includes an emphasis on maintaining a high level of relationship management, quality communication, and interaction with Distributors, Sales Management, and internal departments. Must be detail oriented with a strong work ethic focused on providing a positive customer experience.

What you will do

• Responsible for performing but not limited to Service Order Entry, Data Cleansing, PM Scheduling, Invoicing for Service, and Service Approvals.
• Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
• Process all work in accordance with relevant working practices and standard operating procedures.
• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
• Provide support beyond standard hours as needed if call volume and/or workload require additional time.
• Build relationships with internal and external customers to drive exceptional customer service
• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies, take appropriate action required to resolve dispute.
• Prepare product or service reports by collecting and analyzing customer information.
• Implement and support Quality initiatives throughout Customer Service workflow
• Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

What you will need

• 2+ years of experience required
• Customer or account management experience preferred
• High School Diploma required/Bachelor's Degree preferred
• Clear and concise communication skills
• Passion for best-in-class customer service and ability to make customers promoters of our products and services
• Drive to dig into the details of customer issues to solve problems proactively
• Computer skills and know-how to navigate between different systems
• Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)
• Demonstrated problem solving and communication skills
• Demonstrated organizational, customer service and follow up skills
• Demonstrated phone skills; ability to maintain composure in stressful situations
• Demonstrated interpersonal skills with ability to successfully communicate verbally and writing
• Demonstrated accuracy in data entry and report generation
• Must have the ability to work flexible hours, as needed to support the business needs.
• Must be able and willing to work successfully in a team environment.

Travel Percentage: 0%

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.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.