Are you tech-savvy and do you find satisfaction in providing best-in-class customer support? Stryker is one of the world’s leading medical technology organizations – and our Customer Support Specialist (Technical Support) position, based in Maastricht (Netherlands) is a great opportunity to join one of the World’s Best Workplaces in our mission of making healthcare better.
As a Customer Support Specialist (Technical Support), you will provide technical support to customers and distribution partners who purchase Automated External Defibrillator (AED) and mechanical CPR devices. More information about our amazing product portfolio can be found via this link: https://www.stryker.com/gb/en/portfolios/medical-surgical-equipment/public-access.html
In this customer-facing position, you’ll become an expert and will provide solutions to incoming queries related to, for example, data and connectivity of the devices – by troubleshooting, analyzing and identifying the root cause of issues.
What we are looking for:
Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.
Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
Key activities and accountabilities:
Become a subject-matter-expert regarding Stryker AEDs/CPR devices and provide data/connectivity solutions & services in the assigned region.
Analyze, isolate and troubleshoot root causes of technical problems based on customer input.
Support account setup in the LIFELINK central and LIFENET system for Stryker’s customers and distributors. You will also provide support for the transfer of data via WiFi and/or 3G interface for the AEDs.
Test data solutions related products in order to build and share knowledge with the Data Solutions Team.
Train the customer on the use of the product and complete all associated documentation to ensure device readiness.
Your profile
Vocational education, Bachelor’s degree or equivalent combination of education and relevant customer support and customer service experience.
Minimum 1 to 3 year of experience in a customer service support or account management position. Experience interacting directly with customers at account and technical level is required.
Strong analytical skills and proficiency in Microsoft Office: Excel, Powerpoint. Experience in providing remote IT support is an advantage.
Fluent English is required, additionally fluent German /French/Dutch would be a distinct advantage.
Skills/competencies:
Outstanding customer relationship management skills.
Strong communications skills.
Organizational skills: managing diverse projects and attending to deadlines.
Strong analytical skills to interpret data, understand customer needs and provide the appropriate support.
Process Management: ability to follow stated procedures as well as refine procedures where appropriate.
Ability to thrive in a dynamic environment.
Ability to adapt quickly and be patient.
Must be able to come to the Stryker office of Maastricht one day per week.
What do we offer in return?
We grow talent: we give you the opportunity to develop your career based on your strengths. Stryker is a career destination for engaged, passionate and talented people who are driven to seek the innovation, growth and opportunity that only we offer.
Team spirit & engagement: we have an international team in The Netherlands with more than 30 nationalities! We create engaged and inclusive teams that encourage colleagues to share their diverse perspectives and opinions.
Recognition of your performance: at our company, outstanding individual and cross-functional team performance is rewarded. Ideas, projects, or other exceptional achievements can be submitted for various awards on a local and global level.
Flat hierarchies and responsibility: through flat hierarchies, we strengthen the initiative and willingness of our employees to take over responsible tasks.
Competitive salary: with us, you will receive a competitive remuneration package with bonus opportunity, benefits as well as a pension plan.
Workplace flexibility: this position is based in our office in Maastricht (and flexible working setup with home office hours is offered)
Interested? Please submit your application in English.
Travel Percentage: 20%