Technical Support Representative

Work Flexibility: Hybrid

The Technical Support Representative is responsible for learning the AIRO-CT product, fielding customer calls, troubleshooting customer issues, and coordinating with the AIRO field service team to respond to customer requests for onsite service. Responsibilities also include logging all pertinent customer information into the appropriate CRM systems and databases.

Responsibilities:

• Responsible for supporting customer service and Field Service Engineer requests via phone, voice mail, or email in a timely manner meeting committed Tech Support Hours of availability.
• Will fully investigate reported product issues including internal/external networking, CT image quality, and Windows/AIRO software operating systems to assist Stryker direct customers and AIRO-CT field service reps with troubleshooting.
• Initiates and tracks documentation to authorize and direct work according to customers' contractual obligations.
• Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
• Utilize proper software and technological tools to maintain proper records and access technical information.
• Strive for operational excellence by promoting a team based, product-focused organization, contributing to continuous improvement.
• Identifies and records all productivity issues or concerns and help root cause problems.
• Participate in continuous improvement activities/projects and assist in any additional team/organizational projects.
• Builds relationships and fosters teamwork with direct and indirect stakeholders.
• Perform additional duties as assigned.

Education & Special Trainings:

• High School Diploma Required
• Associate Degree in Electronic Engineering Technology, Mechanical Engineering, Biomedical Engineering Technology, or equivalent-related civilian and/or military experience preferred.

Qualifications Required:

• Excellent computer networking and software skills (MS Office Suite).
• Familiarity with CRM Systems (Salesforce.com)
• Excellent technical skills.
• Demonstrated analytical skills.
• Demonstrated organizational skills.
• Preferred: Minimum of 2 years of relevant experience in a technical support role with a focus on X-ray, or equivalent medical device(s).

Physical & Mental Requirements:

• May involve prolonged periods of sitting or standing, as appropriate.
• Coordination of eye, hand, and foot movement with an ability to grasp by hand and meet cognitive demands to include visual and auditory discrimination / memory, reading ability and memory retention ability
• Exercise discretion and independence when applying professional expertise.
• Must be able to manage time, projects, stress, and conflict.
• Must possess strong interpersonal skills including written and oral communication.
• Must be able to bring tasks through to completion with minimal supervision.
• Must have the ability to prioritize work and keep detailed and confidential records.

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.