Technical Support Specialist - Hybrid

Stryker Corporation; Portage (MI); Hybrid; USD 28,000 - 47,000; Full time

Job summary

Stryker Corporation is seeking a customer/technical support professional to handle inquiries via phone and email, troubleshoot issues, and document interactions. The role involves collaboration with field reps to resolve concerns and maintain compliant service records, with a focus on continuous improvement and quality assurance.

The position requires 3 years of relevant experience, a high school diploma or GED, and the ability to work hybrid hours.

Qualifications

• Required 3 years of professional experience in customer or technical support.
• High School diploma or GED equivalent.
• Ability to work flexible hours to support business needs.
• Preferred Associate’s or Bachelor’s degree.
• 3+ years of experience in technical support, equipment servicing, repair, or related technical field.
• Hands-on experience using hand tools, power tools, and other technical equipment.
• Proficiency with computer systems, software applications, and technical documentation tools.
• Fluency in French or Spanish is a plus.

Responsibilities

• Respond to technical inquiries via phone and email promptly and professionally.
• Troubleshoot product and service issues with field representatives to resolve customer concerns.
• Accurately document service requests, findings, and interactions using established processes.
• Maintain service records compliant with customer agreements and company standards.
• Access product information, manage cases, and support issue resolution with software tools.
• Analyze service metrics and share insights to improve performance and customer experience.
• Contribute to continuous improvement through root cause analysis and process enhancements.
• Build cross-functional partnerships and participate in product training and certifications.

Skills

Customer support

Technical support

Flexibility

Education

High School diploma or GED

Associate’s or Bachelor’s degree (preferred)

Tools

Hand tools

Power tools

Technical equipment

Job description

Work Flexibility: Hybrid Schedule - Monday to Friday 10:30am - 7pm Overtime based on business needs

What You Will Do

Provide exceptional customer service by responding to technical inquiries via phone and email in a timely and professional manner. Troubleshoot product and service issues, partnering with field representatives to identify and resolve customer concerns. Accurately document service requests, technical findings, and customer interactions using established processes and systems. Maintain service records and documentation in compliance with customer agreements and company standards. Utilize software tools and technical resources to access product information, manage cases, and support issue resolution. Analyze service metrics and trends, sharing insights and recommendations to improve performance and customer experience. Contribute to continuous improvement initiatives through root cause analysis, problem-solving, and process enhancement efforts. Build strong cross-functional partnerships, support team projects, complete product training and certification requirements, and promote Stryker's commitment to quality and customer satisfaction.

What You Need

Required 3 years of professional experience with customer and/or technical support. High School diploma or GED equivalent. Ability to work flexible hours as needed to support the business needs. Preferred Associate’s or Bachelor’s degree. 3+ years of experience in technical support, equipment servicing, repair, or a related technical field. Hands‑on experience using hand tools, power tools, and other technical equipment. Experience documenting service activities, technical findings, and customer interactions accurately. Proficiency with computer systems, software applications, and technical documentation tools. Fluency in French or Spanish is a plus.

$24.54 - $33.68 USD Hourly

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 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. These roles could have travel expectations, and you must work within the country of the job requisition location. Field-based – You can expect to regularly work a majority to 100% of time at customer facilities and has a set territory or expectation to travel within a set boundary. Almost all sales roles would likely be qualified as field-based. Onsite – Role is 100% located at a Stryker facility. Some ad hoc flexibility may be available depending on role, level, and job requirements. Manufacturing roles and any role that requires physical presence at the office would qualify under this category. Hybrid – You can expect to regularly work in both an alternate workplace and a Stryker facility. Roles that are partially remote or co-located would qualify as hybrid, and the expectation to be onsite would be defined and agreed upon by your manager/supervisor.