Technical Support Coordinator (Remote)

Stryker•Chicago, TX

3d•$28 - $50•Remote

About The Position

As a Technical Support Coordinator at Stryker, you will collaborate closely with Sales Representatives, Service Technicians, and customers to deliver high-quality support by managing the technical support queue, providing timely troubleshooting, and delivering technical guidance Across the full Stryker Communications product portfolio. You will research problems or questions for customers, Sales Forces, Service Technicians, or Operations personnel. This may involve going through customer files, reviewing existing orders, and consulting with other employees and/or customers while remaining in compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department.

Requirements

2+ years experience in customer service and technical support environment or equivalent
High school diploma or equivalent
Strong verbal and written communication, interpersonal, and organizational skills
Demonstrated proficiency in Microsoft Office (including Word and Excel)
Demonstrated customer service skills

Nice To Haves

Bachelor’s degree
High proficiency in knowledge and experience with Stryker Communications product lines with the ability to identify and make recommendations on part numbers for repairs, identify alternate parts if an item is obsolete or out of stock, and understanding of requirements to perform the repair in the field.
Must be comfortable with Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

Responsibilities

Open Trouble Tickets/Service Requests for customers and input data and information into Salesforce and ServiceMax
Own the process of systematic returns and orders while following up on customer support as needed based on initial troubleshooting performed.
Utilize SAP to accurately enter and book small parts, repair, and return orders.
Troubleshoot discrepancies in the quoting tool when quote pricing or customer details do not match customer-provided documentation.
Identify incorrect information when booking using the SAP tool and update alongside the necessary teams.
Review and research incoming parts orders and advise on part number(s) as needed
Coordinate the shipment and pickup of parts to meet customer needs and/or resolve field issues.
Provide information, availability, pricing, and status updates on products, equipment returns, sales orders, and delivery schedule.