Head of Client Support Services

Achieve regional receipt objectives and other performance metrics related to receipt growth, quality and efficiency as directed by the Director of Service
Deploy as needed based on regional service resource needs including vacation coverage and scheduling and resource management
Support in the implementation of strategies to improve quality of service, enhanced performance and increased profitability across the region at the direction of the Area Service Manager and Director of Service.
Responsible for regional service associate on-boarding, field training of new employees
Lead in the development of regional in-service scheduling, participate in program awareness/in-service activities as well as pre/post analysis.
Assist Service Manager in the development and execution of regional ‘action plans’ including receipt metrics geared toward maximizing incremental receipt growth and meeting regional receipt quotas.
Lead, guide and develop regional service associates with education and program awareness schedules at the account level
Act as liaison between regional service and field sales teams to promote a strong cohesive environment that drives receipt results within respective region
Ensure account coding and account change forms are completed and up to date
Compile, analyze and share receipt opportunity data for regional Business Reviews (attend key reviews when requested)
Utilize receipt dashboard to develop comparative trending, analyze IDN/customer receipt performance and identify growth opportunities within the region for receipt growth.
Participate in and drive tactical or strategic calls as requested by service managers
Manage on-going evaluation of Strategic Programs performance and communicate results to field leadership
Maintain relationships with local sales representatives to maximize current program results while supporting sales and service growth targets
Maintain relationships with key Savings Direct and Go-Green customer contacts to increase receipt levels within the region.
Solid understanding of critical receipt metrics and their impact on the business and customer relationships. Directly apply feedback and metrics to propose process improvements that drive customer satisfaction with our service platform.
Assist in regional service training needs, and performance feedback as directed by Service Manager
Drives day-to-day Regional Service Associate engagement, performance, and activities.
Leads receipt management activities within regional accounts

Supervisory Responsibilities
Yes
Qualifications (Education, Certifications and/or Experience)
Must reside in geographical regional coverage area
Ability to be creative with solutions and react and deploy quickly to regions of need.
Excellent attention to detail and the ability to research and analyze information and draw valid conclusions is essential.
Ability to think ‘outside the box’ for receipt related performance
Must be analytical and process-oriented, highly motivated with results driven leadership abilities.
Must have effective written and verbal communication skills as well as highly developed analytical and organizational skills , preparation and report presentation.
Ability to set priorities, multi-task and meet deadlines.
Ability to manage multiple tasks and various stakeholders with minimal supervision.
Understanding of document process and procedures.
Ability to build relationships at levels within the organization and with customers and partners.
Stryker product knowledge preferred.
Bachelor’s Degree, Associates Degree, or equivalent certifications preferred.
Minimum (2-4) years of recent service, sales or supply chain experience.
Must be able to travel up to 50%.
Basic computer skills including MS Office Suite with strong Microsoft Excel and PowerPoint skills along with strong verbal, written communication, and organizational skills
Excellent analytical skills
Excellent interpersonal skills

US15: $79,900 - $127,500 USD Annual

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.