Why customer service at Stryker?
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program! (*Benefits vary by country)
Position summary:
The Technical Services Team Leader is responsible to plan and execute daily service operations together with Services Coordinator within territory while ensuring Stryker and OEM requirements are meet. The Technical Services Team Leader will lead, coach and mentor the Field Service and Repair Centre teams to achieve targets that supports the overall growth of Stryker. Additionally, the Technical Services Team Leader will be expected to be able to clearly communicates across the business to ensure alignment and collaboration while maintaining the business SLA to our customers.
The Technical Services Team Leader takes customer business decision that are in line with current Technical Service strategy or support the overall business. The Team Leader ensures traceability of work and Stryker products via Stryker reporting tools and software packages.
Essential duties & responsibilities:
Direct oversight of frontline service employeesAssist the Sr. Technical Services Manager with region growth, employee development, recruiting, retention and overall performance of ProCare Services within a region.Supports regional talent management efforts including identifying possible candidates, selection, on-boarding, training, development, and coaching/ mentoringSets performance targets and distributes work amongst technicians, monitors progress and performance, provides feedbackManages resources to ensure adequate coveragePartners with Sales Reps and RSM’s to address key customer needs and escalationsProvide short term coverage in absence of Sr. Technical Services Manager / Associate Manager or direct reports.Develops, coaches, and challenges direct reports and high potential talents in the work to provide timely guidance and achieve measurable results while building individual and organizational capabilitiesEnsure that compliance, quality and H&S standards are maintained in line with Company.Actively seek and initiate efficiencies and operational process improvements to control costs and create savings against budget requirementsMaintain effective management control of staff and sub-contractors to ensure maximum utilization of the availableRepair and check electronic / mechanical Stryker productsAnnual check and calibration according to MDR on customer siteFulfil Service contracts with planned maintenancesInstallation of Stryker systems on customer siteSoftware & Hardware UpgradesIdentifying non-contract items on-site and feeding information back to the Contracts team for contract revenue growthAwareness of competitor activity whilst in accounts and feeding back to sales teamsDeliver exceptional service with a view to retaining repeat businessGive technical support to Product Managers and sales staff, Customers and Sales DepartmentGive IT support on certain instrumentsEscalate opportunities and issues appropriatelyResources such that all contractual commitments are satisfactorily achieved. Ensuring that equipment of critical importance to the hospital is receiving priority attention.Efficient and thorough documentation of service activities for internal and external referenceEnsure traceability of all field-based Stryker products through reporting tools Set up process and work instructionsMonitor and report workflow as well as monthly performance Education & special trainings:
Degree in biomedical engineering or equivalentFluency in both spoken and written (technical and medical) English and local language.Adequate IT-knowledge (Microsoft Office, Adobe, Power BI, Outlook)Ability to manage stress and conflicts.Ability to bring tasks through to completion.Ability to handle multiple tasks and projects.Ability to manage time and projects.Ability to prioritize work and keep detailed and confidential records.Ability to communicate / present to large groups of peopleQualifications & experience:
7 - 9 years’ post qualification experience in a medical field service roleExperience in a technical / engineering role preferredIdeally experience in the medical environmentIT experience on administrative and technical levelLean, Green Belt, Six Sigma training and experience would be advantageousTeam leadership experience is a plusPhysical & mental requirements:
Must be capable of working in a varied range of scenarios including the workshop, hospitals, and theatresFor elements of the work that fall outside of normal contractual working hours, TS Team Leader will be expected to manage this on a flexi time basis to accommodate instances when attendance is necessary, and this occursA good understanding for computer systems and an intuition for computer-based problem solvingMust be capable of working in a varied range of scenarios including the workshop, hospitals, and theatresMust have the ability to prioritize work and manage stress and timeInterpersonal skills including written and oral communication, conflict and stakeholder managementMust possess unwavering ethics & integrity in a competitive and demanding work environmentMust have a service- and quality-oriented mindsetAbility to think independently, use sound judgment, prioritize, make quick decisions and problem-solveAbility to communicate effectively and work both independently and as part of a team on assignmentsTravel will be a regular occurrence within the territoryAbout StrykerStryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at