Stryker Customer Care Medsurg Specialist in Newbury, United States

The Job's Mission:

  • To offer a professional communication link between Stryker and our customer base for the placing of orders, raising of queries, requests of information and general support.

  • To provide a high standard pro-active support facility to Sales Representatives and Technical Services engineers..

  • To seek opportunities of improving the service that is provided for our external/internal customers.

  • To actively promote and support Stryker’s Sales Activities.

  • To seek opportunities of improving our services as a sales tool

  • To support the wider Customer Logistics team as a whole when and if required

Key Activities & Accountabilities:

  • To offer our customers a first class service to compliment the rest of the Stryker Corporation.

  • Processing of sales orders.

  • Processing quotations, if needed

  • Processing invoices, if needed

  • Processing demo orders, STC and LTC orders

  • Processing rental orders and follow up

  • Managing On Time In Full KPIs where possible ensure timely delivery of products to meet customer requirements.

  • Trying to meet Service Levels / KPI´s

  • Pro-actively seek methods of improving the services provided by the department i.e. assessing inventory levels and providing literature.

  • The department supports the sales and where necessary, the marketing teams, in their endeavors to achieve the company sales targets.

  • Supporting Finance in checking open accounts and invoices

  • Supporting Tech Service and processing contracts, repair orders in the system

  • To support the wider Customer Logistics team as a whole when and if required

Job Dimensions:

  • Customer Care Medical Specialist will not have any direct reporting responsibilities, however you will be expected to act as a role model and manage processes that are performed by the team.

  • You will be expected to be flexible in terms of assisting the team in times of high volumes of workload and priority such as month and quarter end

  • As a Customer Care Medical Specialist you will lead by example, driving the following aspects of the department:

  • Operational KPIs as specified by the departmental Supervisor

  • Team Engagement

  • Departmental projects and initiatives

  • Productivity in the department

  • Processes are followed and opportunities for improvement are identified and actioned

Minimum Qualifications


  • •Proven communication and writing skills.

  • •Customer care experience.

  • •Computer skills.



  • 2 years experience as an operative/specialist in your area (either in Stryker or elsewhere)

  • Demonstrate previous team leading experience

  • Demonstration of evidence of the following:

  • Involvement in the continuous improvement of the departments processes, focusing on Quality, productivity and Customer Engagement

  • Active involvement in team engagement

  • Must be energetic and of a personable nature.

  • Clear communication skills are necessary.

  • Accuracy and attention to detail is essential.

  • Pro-active and the ability to consider the wider picture are important.

  • Must be conscientious, committed, focused and professional in their work ethics.

  • Ability to handle numerous tasks at any given moment and to work under pressure.


  • Experience in managing daily workloads, continuous improvement initiatives such as process, quality, customer experience or productivity projects.

  • Experience using CRM tools such as or ServiceMax

  • First knowledge about Medical device environment

  • Medical Product knowledge

  • Basic Knowledge about rules and laws in the medical device environment


  • Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives and escalates appropriately.

  • Relationship Builder – Builds and maintains relationships within the team and across the wider organisation

  • Innovation & Creativity – Identifies and champions new ideas.

  • Excellent communication skills

  • Proactive - Has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately

  • Strong internal drive and motivation to make a difference and add value to an organisation

Work From Home: No

Travel Percentage: None

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