Technical Customer Support

HeartSine Technologies Limited; Belfast City District; Híbrido; GBP 25.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus and/or commissions where offered

Comprehensive benefits package

Descripción de la vacante

Stryker is seeking a Technical Support Specialist in the United Kingdom to act as the primary contact for technical inquiries and product issues. You will maintain the RPA system, support recalls, and collaborate with other departments to ensure superb customer satisfaction.

The role requires a Level 3 qualification or equivalent, 2 years’ related experience, and proficiency with Microsoft Office and ERP systems. Strong communication and the ability to work independently are essential.

Formación

• 2 years of related experience in technical support or equivalent.
• Familiar with Microsoft Office and ERP systems.
• Strong verbal and written communication skills.
• ISO 13485 knowledge and regulated industry experience desirable.
• Experience managing daily workloads and continuous improvement projects.
• Good networking and communication.
• Ability to work independently and meet deadlines.
• Occasional lifting up to 30 pounds.

Responsabilidades

• Act as first point of contact for technical inquiries and product problems.
• Maintain the Technical Support and Returns (RPA) systems and records.
• Coordinate with internal departments to ensure customer satisfaction.
• Support expedited handling of complaint issues and returns.
• Develop and maintain procedures, checklists, and tools for the support function.
• Maintain the device tracking system.
• Support Field Correction (recall) activities as needed.
• Assist in TSR and returns trending analyses.
• Assist with regulatory and QMS compliance improvement.

Conocimientos

Communication skills

Independent worker

Networking

Process improvement

Educación

Level 3 qualification

Herramientas

Microsoft Office

ERP Systems

Descripción del empleo

Work Flexibility: Hybrid or Onsite Position Summary

To offer a professional communication link between Stryker and our customer base for all technical support activities. Work as a liaison between customers and internal departments within the organization to ensure customer satisfaction. Responding with the appropriate action, providing answers, requested documents and replacements where appropriate. What you will do: Act as first point of contact for all technical enquiries and reported product problems. Maintain the Technical Support and Returns (RPA) systems and records to satisfy customer technical issues, using verbal/printed information, troubleshooting, product assessment, product upgrade and product replacement as appropriate. Support the expedited handling/investigation of complaint issues and ensure the appropriate handling of returned products related to technical support issues. Develop and maintain procedures, checklists, and other document tools to support/streamline the technical support function. Maintain the device tracking system. Support Field Correction (recall) activities as needed. Ensure excellent follow‑up on all customer‑initiated issues. Process material through decontamination area. Maintain systems for the receipt and recording of customer complaints. Build relationships and foster teamwork with team members, leadership and individuals within other departments. Assist in the generation of TSR, returns trending for TRB. Assist with activities to improve compliance (regulatory and QMS)

What you need

Minimum Qualification: Level 3 qualification, or equivalent. 2 years of related experience, ideally within Technical Support. Familiar in working with Microsoft Office and ERP Systems. Strong communication skills; both verbal and written. Experience in ISO 13485 and regulated industry experience is desirable. Experience in managing daily workloads, continuous improvement initiatives such as process, quality, customer experience or productivity projects, service and solution oriented. Good at networking and communication. Ability to work independently and meet deadlines. Occasional lifting – up to 30 pounds

Pay Ranges

United Kingdom: £24,900 - £41,500 GBP Annual

Benefits

In addition to base salary, this role may be eligible for incentive compensation (such as bonus and/or commissions where applicable), along with Stryker’s comprehensive benefits package.

Travel Percentage

0%

Company Overview

Stryker is one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces! For more information, visit: www.stryker.com

Work Flexibility

Remote – Role allows you to work the majority to 100% of time from an alternate workplace. Field‑based – You can expect to regularly work a majority to 100% of time at customer facilities and have a set territory or expectation to travel within a set boundary. Onsite – Role is 100% located at a Stryker facility. Hybrid – You can expect to regularly work in both an alternate workplace and a Stryker facility.