Associate Technical Support Specialist

Stryker • Portage, MI

2d • Hybrid

About The Position

Provide timely, professional support to customers via phone and voicemail, addressing service and technical inquiries. Investigate and troubleshoot product issues, partnering with field service representatives to support effective resolution. Initiate, track, and maintain service documentation in accordance with customer contracts, company standards, and regulatory requirements. Accurately log all service calls, customer interactions, and equipment details using standardized data entry processes and approved systems. Utilize internal software and technical tools to access product information, maintain records, and support service coordination. Support technical support call loops and email inquiries, including part number lookups and service-related requests. Complete required training and achieve certification across assigned product lines within the first 12 months. Monitor, document, and report service activity and productivity metrics; identify issues and support root cause analysis and corrective actions. Contribute to a collaborative, quality-driven team environment by participating in standardized work development, continuous improvement initiatives, and cross-functional teamwork.

Requirements

• High School Diploma or GED
• Two (2)+ years relevant work experience

Nice To Haves

• Technical, maintenance, mechanical experience
• Customer service experience with technical aspects

Responsibilities

• Provide timely, professional support to customers via phone and voicemail, addressing service and technical inquiries.
• Investigate and troubleshoot product issues, partnering with field service representatives to support effective resolution.
• Initiate, track, and maintain service documentation in accordance with customer contracts, company standards, and regulatory requirements.
• Accurately log all service calls, customer interactions, and equipment details using standardized data entry processes and approved systems.
• Utilize internal software and technical tools to access product information, maintain records, and support service coordination.
• Support technical support call loops and email inquiries, including part number lookups and service-related requests.
• Complete required training and achieve certification across assigned product lines within the first 12 months.
• Monitor, document, and report service activity and productivity metrics; identify issues and support root cause analysis and corrective actions.
• Contribute to a collaborative, quality-driven team environment by participating in standardized work development, continuous improvement initiatives, and cross-functional teamwork.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees