Team Lead - Depot Repair Coordinator

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

• Communicate daily across all Depot disciplines to ensure team and leadership is aware of upcoming milestones and goals as well as any risks / issues.

• Align dedicated and shared resources cross-functionally to optimize and ensure achievement of business results, acquire and develop talent in depot repair, manage pipeline and contribute to absorption of new technologies, processes and methods by making them part of own teams delivery.

• Lead key initiatives, process improvements, and continuous training of the Medical Device - Depot Repair team.

• Manage all Depot inventory movements of materials including STO's from Commercial Warehouse into depot stock, managing inventory level of depot bins.

• Partnering with Service Supply Planner on forecasting and parts needed on hand for repairs.

• Ability to perform advanced service of Stryker Communications products in depot level repair setting on surgical lights, surgical tables, and operating room integrations systems.

• Provides next level support to field technicians and technical support team.

• Provides data to pre and post market engineering teams for product and service development activities.

• Repairs equipment that has direct patient involvement.

• Maintains quality records pre and post servicing of equipment.

• Performs quality check on Stryker Communications products prior to returning the product to the customer.

• Ensure that sales reps, service technicians, and customers receive the best possible service by handling a variety of post-sale service functions.

Essential Duties & Responsibilities:

• Maintain an environment to focus on customer need, and an organization that has advanced understanding of external and internal customers to effectively improve communication and serviceability to our products.

• Partnership and collaboration cross functionally at a high level is a must for this role to create a positive experience.

• Ability to set and communicate daily goals and accomplishments to entire depot team to meet high demand of repair work in trials, table repairs, and sports med / Endo procedures.

• Responsible to work on an array of technical problems and assignments on projects requiring consideration and study and employ technical concepts and knowledge when deciding which solutions are best suited.

• Generate and analyze team huddle metrics to ensure the team is meeting service level agreements.

• Gather cross-functional feedback, deliver to the team, and provide plan on how to improve.

• Responsible for focusing on talent development of Depot Repair Technicians. Driving multiple examples of proactively mentoring members of the team and assisting with their development.

• Demonstrates leadership abilities and influence cross collaboratively with other departments and business units that drive results outside of the Technical Support role.

• Identifies continuous training needs of Depot Repair Technicians on product knowledge, teamwork, Field Service work order process, and daily expectations unique to the role.

• Experience with Stryker Communications product lines with the ability to identify make recommendations on part numbers for repairs, identify alternate parts if an item is obsoleted or out of stock, and understanding of requirements to perform the repair in the field.

• Responsible for accuracy as the front line for data entry.

• Advise on part number(s) needed.

• Coordinate the shipment of loaner and repaired equipment to meet customer needs and/or resolve field issues.

• May work independently with guidance and tasking from Team Lead, Supervisor/Manager, and/or senior team members.

• Follows written procedures for troubleshooting and maintenance of mechanical and electronic systems.

• Interacts with Technical Support and/or Engineering to resolve complex issues.

• Responsible for compliance with standard written procedures and quality documentation of company policies and procedures of the Service department.

• May be involved with training for new hire personnel.

• May interact with customers with regard depot level repairs to include the coordination of shipping product to and from the facility.

• Responsible for staying current with all SLMS training with none past due.

• Assists with final quality inspection, assembly and production, and repair of marketing trial equipment as necessary.

• Foster the cultural discipline for continuous improvement by identifying opportunities.

• May be tasked to partner and collaborate inner-departmentally to enhance and develop products.

• Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

• May be asked to routinely make a decision which may affect immediate operation and have a company- wide impact.

• May conduct final inspection of repaired product prior to shipping to customers.

• Coordinate pickups with customer, field technicians, Sales Representatives, and Tech Support

• Provides information to Marketing on the status of repairs / loaners and delivery schedules.

• Research problems or questions for customers, Sales Force, Service Technicians, or Operations personnel. This may involve going through customer files, reviewing existing orders, and consulting with other employees and/or customers.

• Able to routinely make a decision which may affect immediate operation and have a company- wide impact.

• Coordinate with other departments as required.

• Primary equipment used includes computer, telephone, fax, scanner, calculator, filing system

• Other duties as assigned by manager.

• Responsible for compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department.

Education & Special Trainings:

• 2-3 years installation, service, or production line experience with Stryker or 1-2 years industry experience with relevant field service experience.

• Must be able to communicate effectively with hospital staff, nurses and biomedical personnel.

• Basic electronic and mechanical aptitude.

• Bachelors Degree Required or equivalent work experience in a related field.

Skills & Experience:

• Commitment to excellence and high standards.

• Ability to strategically think thru challenges and find solutions.

• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.)

• 2+ years experience in customer service and technical support environment or equivalent

• Ability to communicate well with customers, sales force, project managers, supervisor, and co-workers in both written and verbal communication

• Basic PC skills

• Effective analytical skills; demonstrate organizational skills

• Familiarity with Stryker products preferred

Physical & Mental Requirements:

• Heavy work: Exerting up to 50 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects.

• Must be able to review printed materials.

• Must have demonstrated fine motor skills.

• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, test and measurement equipment etc.).

• Ability to work with large pieces of equipment.

• Ability to work with and inspect small objects and/or tools.

• Effective interpersonal and communication skills.

• Must be able to enunciate and speak clearly on the phone in difficult situations.

• Ability to prioritize issues.

• Computer literate.

• Functional with Microsoft Office including Excel, and Word.

• Ability to learn new systems and technologies quickly.

• Excellent multitasking skills required

• Analyzing and solve problems independently

• Execution and service oriented.

• Must be able to follow and explain detailed instruction troubleshooting and inspection procedures.

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.