Technical Support Specialist - 1st Shift (Hybrid)
Portage, Michigan
Full time
R552320
Work Flexibility: Hybrid
Schedule: 1st Shift, Monday-Friday
Overtime may be required to support business needs
What You Will Do –
As a Technical Support Specialist, you will provide high-quality customer service by troubleshooting issues, dispatching service personnel, and maintaining accurate records of all interactions. You will also contribute to continuous improvement initiatives, ensure product knowledge through training, and support operational excellence.
Additionally, you will:
Respond to customer service requests via phone calls and emails in a timely manner
Investigate and troubleshoot product issues to support field representatives
Enter service call data accurately following standardized procedures
Maintain and track service documentation in compliance with customer agreements
Use software tools for record-keeping and technical information access
Analyze call center metrics and report findings to management
Contribute to continuous improvement project ideas and execution as well engage with root cause problem-solving
Promote customer satisfaction and uphold Stryker's brand values
Build relationships to collaborate cross-functionally and support team projects as needed
Complete training to achieve training certification on all product segments within first 12 months on the technical support team
What You Need –
Required
At least 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
Associates or Bachelors Degree
3 or more years of experience working as a technician or providing technical support
Knowledge and experience with use of hand and power tools
Experience with Technical Communications
Fluency in French is a plus
Travel Percentage: 10%
