Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.
This is an individual contributor role that requires the use of judgement in applying professional expertise and is expected to work independently with minimal supervision. This position requires professional mastery of a specialized field of expertise that typically requires a college degree or equivalent. Job requires a good knowledge and comprehensive understanding of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts & principles upon which the job is based. The job requires the ability to make judgements based on practice and previous experience. This job typically requires a degree in process or equivalent and no experience
ESSENTIAL FUNCTIONS:
Manage and care for Customer’s equipment within the Sterile Processing Department (SPD)and Operating Room supportPerform the cleaning, maintenance, and assembly of reusable surgical instrumentation and equipment.Ensure surgeon’s equipment is clean, sterile, functioning properly, and ready for the next case.Perform job functions while adhering to all industry and facility-specific standards and safety protocols.Understand the unique challenges faced by caregivers to ensure that hospital staff can focus on patient care.Provides clinical surgical support by managing all relevant equipment.Anticipates related device needs of the O.R. staff and surgeon during surgical procedures.Is responsible for trouble-shooting and maintaining Stryker equipment and or other related devices.Works with surgeons, O.R. personnel, central processing, biomedical and all other related personnel.Maintains knowledge base of equipment and disposable products through Stryker education training programs.Provide physicians and OR personnel with information on new and current products.Accurately records and reports all surgical procedure information.Adheres to all Stryker and medical facility policies, standards and procedures.Must be able to analyze and resolve both routine and non-routine product issues expediently using independent judgment.The ability to provide on-call services, as required, by the medical facility.QUALIFICATIONS:
Associate’s Degree or equivalent certifications required, Bachelor’s Degree Preferred.SPD experience highly preferred. IAHCSMM certification ideal or IAHCSMM CRCST Certification within 6 months of start date and on time yearly renewal.Operating Room experience and demonstrated knowledge of anatomy, surgical procedures and techniques highly preferred.Experience and demonstrated success working on a team highly preferred.Ability to exert up to 50lbs of force occasionally and/or up to 20lbs of force to constantly move objects.Ability to remain standing and/or walking for an extended period of time.Basic computer skills including Microsoft Office, strong verbal and written communication, interpersonal, and organizational skills are essential.Excellent time management skills with ability to use independent judgment and critical thinking effectively. Must be able to explain and generate detailed guidelines and procedures.Maintain professional appearance, work ethic, and attitude required by Stryker and the medical facility.Adhere to (HIPPA) and other related patient confidentiality policies and procedures.Must have near visual acuity (corrected) color vision, mobility, bending, standing, stooping, and finger dexterity.Must be able to observe and correct minute inconsistencies (e.g. in the printed word, product appearance, etc.).Excellent analytical skills.Exceptional interpersonal and communication skills.Excellent problem-solving skills. Travel Percentage: 10%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.Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain the COVID-19 vaccination as an essential function of their role.