Stryker Field Service Coordinator - H in Kalamazoo, Michigan

Requisition ID 30015BR

Job Title Field Service Coordinator - H

Group MedSurg and Neurotech

Division Instruments

Business Unit World Wide Service

Business Function Field Service and Support

Country United States

State/Province MI

City Kalamazoo

Employment Category Full Time

Percent Travel Required Up to 10%

Shift 1st

About Stryker

Stryker is one of the world's leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. More information is available at www.stryker.com All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. We are an EO employer – M/F/Veteran/Disability.

Job Description / Information

Under minimal supervision ensures that customers and sales representatives receive the best possible support by handling a variety of post-repair customer support functions. Support the reconciliation of Service Supplier Field Service Reports and Invoices to ensure compliance.

Responsibilties:

  • Receive incoming Field Service Reports & Service Supplier Invoices

  • Determine if the product requires a Product Experience Report (PER)

  • Review the Field Service Report for the routine qualifying questions regarding the malfunction and enter the detailed responses into CRM if the order was not taken through the original dispatch process.

  • Verify service supplier invoice charges and send to accounting for payment

  • Provide status updates of a customer’s or Sales Representative’s orders.

  • Review field service reports for quality, correct parts used, complete testing results

  • Will work from engineering schematics or blueprints to perform accurate checks on field service reports

  • Will be required to comply with documentation and regulatory procedures and policies

  • In-house contact for customer and Sales Representative regarding pricing & Field Service Reports

  • Redirect calls to appropriate Stryker contacts as necessary.

  • Initiate contact with customers and Sales Representatives, as necessary, to facilitate payment of repair.

  • Open orders for work that was done in the field without a dispatch.

  • Provide quality customer service, establishing and/or maintaining positive partner relationships with service suppliers and other departments.

  • Research issues or problems as required or requested to resolve service/process issues

  • Verify and complete customer orders to ensure correct billing is processed for their repair

  • Close out orders and release for billing

  • May assist in development and improvement of Field Service invoicing processes

  • May provide support and coordinate / execute special projects

  • May be responsible for other duties as deemed necessary

Minimum Qualifications

  • High school.

  • University and/or formal customer service training desired.

  • Excellent verbal and written interpersonal communication skills.

  • Good analytical skills.

  • Excellent organizational skills.

  • Basic PC skills.

  • Must be able to read and explain detailed product information and/or ordering procedures.

  • Must be able to analyze and resolve customer sales support related issues of a moderate to diverse scope using independent judgment.

  • High ability to prioritize work and keep detailed and accurate records.

  • Must be comfortable with using a computer to research information for customers and Sales Representatives.

  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

  • Must be able to communicate telephonically.

  • Must be able to review printed material.

  • Must be able to operate common office equipment (e.g. calculator, fax machine, telephone, etc.)

  • Must have good visual acuity.

All 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