Repair Service Representative

Stryker; United States; On-site; USD 45,000 - 79,000; Full time

Benefits offered by this job

Health benefits

Dental insurance

Vision insurance

401(k) plan

Employee stock purchase plan

Job summary

Stryker is seeking a Repair Service Representative to act as the primary contact for customers and Sales Representatives during the repair process. You will provide repair and pricing information, coordinate approvals, and manage orders across regions while ensuring timely, accurate communications.

This role requires strong communication, organization, attention to detail, and a customer-centric approach amid high volumes of inquiries via phone and email.

Qualifications

• High School Diploma or equivalent required.
• 2+ years of relevant experience required.
• Proficiency with MS Excel, Word, Access, Outlook, Oracle, SAP, Salesforce and ERP systems preferred.

Responsibilities

• Serve as primary contact for customers, Sales Representatives, and field personnel regarding repair inquiries, product information, pricing, and service options.
• Manage phone and email inquiries with timely, professional support.
• Prepare and communicate repair estimates, obtain customer approval or rejection, and coordinate next steps for repair or return orders.
• Manage repair order intake and approvals for assigned regions with accurate documentation.
• Educate customers on ProCare service programs and available service options.
• Partner with cross-functional teams to prioritize and resolve urgent repair needs.
• Communicate repair policies, procedures, and expectations clearly to internal and external customers.
• Enter complaint information accurately to support tracking and visibility.

Skills

Customer service

Communication

Attention to detail

Time management

Education

High School Diploma or equivalent

Tools

MS Excel

MS Word

MS Access

Outlook

Oracle

SAP

Salesforce

ERP systems

Job description

Shift

Monday – Friday, 8:30 AM – 5:00 PM PT

Summary:

As the Repair Service Representative, you will serve as a primary point of contact for customers and Sales Representatives throughout the repair process. You will provide repair and pricing information, coordinate repair approvals, manage orders for assigned regions, and partner with cross-functional teams to ensure urgent needs are addressed. This role requires strong communication, organization, attention to detail, and a customer-focused approach while managing a high volume of phone and email inquiries.

What You Will Do:

• Serve as a primary contact for customers, Sales Representatives, and field personnel regarding repair inquiries, product information, pricing, and service options.
• Manage phone and email inquiries while providing timely, professional, and customer-focused support.
• Prepare and communicate repair estimates, obtain customer approval or rejection, and coordinate next steps for repair or return orders.
• Manage repair order intake and approvals for assigned regions while maintaining accurate and complete documentation.
• Educate customers on applicable ProCare service programs and available service options.
• Partner with cross-functional teams to prioritize and resolve urgent repair needs, escalating issues to leadership when appropriate.
• Communicate repair policies, procedures, and expectations clearly to internal and external customers.
• Enter complaint information accurately and promptly to support appropriate tracking and visibility.

What You Need:

Required

• High School Diploma or equivalent
• 2+ years of relevant experience

Preferred

• Preference for candidates in the Pacific or Mountain Time Zone
• Proficiency in MS Excel, Word, Access, Outlook, Oracle, SAP, Salesforce, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.)

United States of America Pay Ranges:

• USN: $21.58 - $29.20 USD Hourly
• US5: $22.66 - $30.66 USD Hourly
• US10: $23.74 - $32.12 USD Hourly
• US15: $24.82 - $33.58 USD Hourly
• US20: $25.90 - $35.04 USD Hourly
• US30: $28.06 - $37.96 USD Hourly

View the U.S. work location and transparency guide to find the pay range for your location.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker 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 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.