Work Flexibility: Remote

What you will do –

You will be responsible for representing the Stryker brand by supporting our customers daily with all ProCare requests over the phone, email, and through assigned cases. You will also serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.

Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel. Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with Stryker's financial policies while collecting and distributing daily team metrics.Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.Communicate guidelines and policies effectively with all internal and external customers. Advise accounts on ProCare programs during repair approval/pricing confirmation calls.  Work with cross-functional teams to prioritize urgent repair orders and assist in oversight of team’s shared inbox.Assess and escalate urgent situations to leadership when necessary/enter complaint information in a timely manner for tracking and visibility.Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices. Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.

What you will need –

2+ years of work experience – requiredHigh School Diploma or equivalent - requiredDemonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.) – required Must be able to communicate telephonically – required Experience with Oracle – preferred Must be able to use common office equipment (e.g. calculator, PC, fax machine, etc.).Demonstrated customer service skills, including the ability to communicate professionally and effectively with field-based customers via telephone and e-mail to continuously drive customer satisfaction – required Sedentary work: exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

$21.05 – $37.02 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Travel Percentage: 10%

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.