Technical Support Specialist - Hybrid

Stryker • Portage, MI

2d • Hybrid

About The Position

This role involves providing exceptional customer service by responding to technical inquiries via phone and email in a timely and professional manner. You will troubleshoot product and service issues, partnering with field representatives to identify and resolve customer concerns. Accurate documentation of service requests, technical findings, and customer interactions using established processes and systems is crucial. You will maintain service records and documentation in compliance with customer agreements and company standards, and utilize software tools and technical resources to access product information, manage cases, and support issue resolution. Analyzing service metrics and trends, sharing insights and recommendations to improve performance and customer experience, and contributing to continuous improvement initiatives through root cause analysis, problem-solving, and process enhancement efforts are key aspects of this position. Building strong cross-functional partnerships, supporting team projects, completing product training and certification requirements, and promoting Stryker's commitment to quality and customer satisfaction are also expected.

Requirements

• 3 years of professional experience with customer and/or technical support.
• High School diploma or GED equivalent.
• Ability to work flexible hours as needed to support the business needs.

Nice To Haves

• Associate’s or Bachelor’s degree.
• 3+ years of experience in technical support, equipment servicing, repair, or a related technical field.
• Hands-on experience using hand tools, power tools, and other technical equipment.
• Experience documenting service activities, technical findings, and customer interactions accurately.
• Proficiency with computer systems, software applications, and technical documentation tools.
• Fluency in French or Spanish is a plus.

Responsibilities

• Provide exceptional customer service by responding to technical inquiries via phone and email in a timely and professional manner.
• Troubleshoot product and service issues, partnering with field representatives to identify and resolve customer concerns.
• Accurately document service requests, technical findings, and customer interactions using established processes and systems.
• Maintain service records and documentation in compliance with customer agreements and company standards.
• Utilize software tools and technical resources to access product information, manage cases, and support issue resolution.
• Analyze service metrics and trends, sharing insights and recommendations to improve performance and customer experience.
• Contribute to continuous improvement initiatives through root cause analysis, problem-solving, and process enhancement efforts.
• Build strong cross-functional partnerships, support team projects, complete product training and certification requirements, and promote Stryker's commitment to quality and customer satisfaction.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED