Technical Support Representative

Stryker; Honolulu (HI); On-site; USD 33,062 - 59,236; Full time

Benefits offered by this job

12 paid holidays

Health benefits

401(k) plan

Job summary

Stryker is seeking a Customer Service specialist to support Endoscopy products, assisting sales reps and customers, and building relationships when they need help.

You will handle inquiries by phone and email, log cases in Salesforce, and work with R&D, Quality, and other teams to stay current on product issues.

This role emphasizes teamwork, problem solving, and delivering timely solutions to keep customers satisfied.

Qualifications

• 3+ years of work experience – required.
• Call center or field service experience preferred.
• Clinical knowledge – preferred.
• High school diploma or equivalent – required.

Responsibilities

• Answer incoming calls and emails from sales reps, customers, and Endoscopy staff about usage and setup.
• Open support cases and log product issues and data into Salesforce.
• Ensure compliance with procedures and quality documentation.
• Collaborate with R&D, Quality, and engineering to stay updated on product issues.
• Provide educational product trainings for internal and sales teams.
• Create reports from Salesforce for QA, Marketing, and R&D.
• Support teams with product inquiries and assist where needed.
• Perform additional duties as assigned.

Skills

Customer service experience

Call center experience

Team collaboration

Education

High school diploma

Tools

Salesforce

Job description

Full Job Description

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.

Who We Want

• Patient-oriented achievers – Engineers with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
• Charismatic networkers – Relationship-savvy people who intentionally make connections with both internal partners and external contacts.
• Challengers & Influencers – People who constantly challenge themselves and each other to achieve more & to win the right way.
• Teammates – Partners who listen to ideas, share thoughts, and work together to move the business forward.

What You Will Do

• Answer incoming calls and emails from sales reps, customers, OnSite Specialists, or other Endoscopy employees regarding usage, technical assistance, troubleshooting, and set up of Stryker Endoscopy products.
• Open support cases and service requests on customer issues, product trending data, and information into a computer-based data tracking system (Salesforce).
• Ensure compliance with standard written procedure and quality documentation of company policy and the Technical Support department.
• Take responsibility for the team metrics and focus on goals set for the team.
• Interact with R&D, Quality, and other engineering departments to stay knowledgeable of the latest product issues.
• Provide educational product trainings for in‑house and sales personnel.
• Support Customer Care teams with technical information.
• Lead or attend product update and/or development meetings as needed and share information.
• Use Salesforce data to create reports for QA, Marketing, and R&D as needed.
• Assist Customer Service, Sales Support, Loaners, Repairs, and other teams with product inquiries.
• Perform additional duties as assigned.

What You Need

• 3+ years of work experience – required.
• Installation, technical support, industry experience with call center or field service experience – preferred.
• High school diploma or equivalent – required.
• Clinical knowledge – preferred.
• Medium work: ability to exert up to 50 pounds of force occasionally and/or up to 20 pounds constantly to move objects.
• Ability to work with and assemble small objects and component parts.
• Good visual acuity and fine motor skills.
• May be required to reach, push, or pull to accomplish job duties.

Compensation

$23.94 – $42.70 per hour, plus bonus eligible and benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Benefits

• 12 paid holidays annually.
• Health benefits: 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: 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.