Technical Support Representative

Summary As a member of the Divisional Technical Support team, customers and patients are at the heart of everything we do. Our technical support representatives maintain our brand of high-quality technical service. Locations 571 Silveron Blvd., Flower Mound, TX 5900 Optical Ct., San Jose, CA Shift Monday – Friday 8:30 AM – 5:00 PM CT Monday – Friday 7:00 AM – 3:30 PM PT 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/service request on customer issues, product trending data, and information into computer-based data tracking system(salesforce.com). Responsible for compliance with standard written procedure and quality documentation of company policy and documentation of the Technical Support department. Take responsibility for the team metrics and focusing on goals set for the team. Interact with R&D, Quality, and other engineering departments to stay knowledgeable of the latest product issues. Educational product trainings for in-house and sales personnel. Support Customer Care teams with technical information. Lead/Attend product update and/or development meetings as needed and share information. Use Salesforce.com 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. What You Need Required: High School Diploma or equivalent 3+ years of work experience Ability to lift, push, pull up to 50 pounds Ability to work with and assemble small objects and component parts Must have good visual acuity and demonstrate fine motor skills Ability to reach, push, or pull to accomplish job duties Preferred: Installation, technical support, industry experience with call center or field service experience Clinical knowledge United States of America Pay Ranges US10: $27.00 - $37.05 USD Hourly US30: $31.91 - $43.79 USD Hourly Benefits 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. 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. #J-18808-Ljbffr