Technical Support Representative

Stryker•San Jose, CA

29d•Hybrid

About The Position

As a member of the Divisional Technical Support team, customers and patients are at the heart of everything we do. Our technical support representatives maintain our brand of high-quality technical service.

Requirements

High School Diploma or equivalent
3+ years of work experience
Ability to lift, push, pull up to 50 pounds
Ability to work with and assemble small objects and component parts.
Must have good visual acuity and demonstrate fine motor skills.
Ability to reach, push, or pull to accomplish job duties.

Nice To Haves

Installation, technical support, industry experience with call center or field service experience
Clinical knowledge

Responsibilities

Answer incoming calls and emails from sales reps, customers, Onsite Specialists, or other Endoscopy employees regarding usage, technical assistance, troubleshooting and set up of Stryker Endoscopy products.
Open support cases/service request on customer issues, product trending data, and information into computer-based data tracking system(salesforce.com)
Responsible for compliance with standard written procedure and quality documentation of company policy and documentation of the Technical Support department.
Take responsibility for the team metrics and focusing on goals set for the team.
Interact with R&D, Quality, and other engineering departments to stay knowledgeable of the latest product issues.
Educational product trainings for in-house and sales personnel.
Support Customer Care teams with technical information.
Lead/Attend product update and/or development meetings as needed and share information.
Use Salesforce.com data to create reports for QA, Marketing and R&D, as needed.
Assist Customer Service, Sales Support, Loaners, Repairs, and other teams with product inquiries