Job Description

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)

The person taking the Field Service Technician role will spend the majority of their time in four key areas. They are:
1. Traveling between hospitals based on assignment of service requests.
2. Troubleshooting and resolving customer and product issues.
3. Building positive relationships with Stryker customers.
4. Documenting service results in order to maintain accurate quality records.

The environment and culture for this role is fast-paced and you’ll be constantly on the go. It requires the ability to solve complex problems while maintaining strong relationships with our customers and sales representatives. Through time as a Field Service Technician, the foundation is laid to follow multiple career paths including engineering, project management, and leadership.

Initial Objectives
Within the first six months you’ll:
1. Gain a basic understanding of the cutting edge of medical technology as it relates to our booms, lights, integration, and IP product lines.
2. Develop solutions for customers who are in a pinch.
3. Build strong bonds with fellow Field Service Technicians and in-house support teams.
4. Potentially earn enough hotel reward points for an extended vacation.

Basic Background
The person in this role should love to solve problems. We prefer an engineering degree but understand technical prowess can be gained through personal experience. Candidates must be willing to spend most weekdays traveling, be capable of successfully communicating with our customers, and have strong documentation skills.

Requirements

PHYSICAL 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, Broadcast test and measurement equipment etc.).
• Ability to work with large pieces of equipment.

MENTAL REQUIREMENTS
• Effective reading and writing skills.
• Must be able to analyze and resolve non-routine testing and/or equipment issues using independent judgment.
• Must be able to follow and explain detailed instruction troubleshooting and inspection procedures.
• Must be able to complete detailed documentation accurately.
• Must be able to logically diagnose issues and systematically solve problems
• Must be able to travel

SKILLS/EXPERIENCE REQUIRED
• 2 year installation or production line experience with Stryker Communications or 2-3 years industry experience with relevant field service experience.
• Effective interpersonal and communication skills.
• Must be able to communicate effectively with surgeons, hospital staff, nurses and biomedical personnel
• Ability to prioritize issues.
• Computer literate.
• Functional with Microsoft Office including Excel, and Word
• Ability to learn new systems and technologies quickly
• Basic electronic and mechanical aptitude
• Skilled at cable termination of all standard digital and analog industry connectors.
• Knowledge of video, audio and data communications systems
• Knowledge of OR etiquette and basic hospital procedure

EDUCATION/TRAINING REQUIRED
• Associate’s degree, technical degree, or Bachelors Degree preferred.
• AV or IT background or Medical Equipment experience in OR lights and ceiling mounted equipment