Advanced Repair Technician

7 months ago

Waterdown, Canada Stryker Full time

**Why customer service at Stryker?**:
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks - like tuition reimbursement and a wellbeing program (*Benefits vary by country)

**Who we want**:

- ** Hard-working winners.** Confident, competitive and results-oriented professionals who create a track record of success.
- ** 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.
- ** Goal-oriented developers.** Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

**What you will do**:
In this position you will perform in-house servicing and repair of Endoscopy products at established company repair site or service center. You will diagnose mechanical, hardware, software and systems failures using established procedures. Performs maintenance, testing and calibration of repaired products. Prepares reports for analysis of product failure trends and service ability issues. May communicate with field-based technicians for details helpful to failure diagnostics or repair, but generally without direct client contact.

**You will**:

- Repair Medical Devices within the specialized portfolio in the Hamilton Depot
- Train and mentor other team members on the technical and process elements of Repairs.
- Provide Escalation support for other team members on difficult repairs.
- Enable the success of Service advisors, through Creation and ownership of Troubleshooting documentation to assist all team members to deliver proficient technical information to customers on every call.
- Development and deployment of the training documentation, processes, and work instructions for the Customer Excellence and Technical support team; evaluate existing technical processes and identify deficiencies.
- Work with manufacturing, engineering, project management, inventory, purchasing and management groups on behalf of team members across the country and internationally.
- Identify and help implement initiatives that increase revenue or decrease operations costs by strategically analyzing, defining and implementing key projects.
- Follow all administrative duties, related to the role and complete all necessary paperwork, including ERP documentation, inventory counts, technical knowledgebase and product support solutions.
- Travel up to 10% of the time (overnight) for escalated Field service calls, training, coaching and onboarding opportunities, special projects and the general support of the Field Service and Sales teams.
- Work with territory sales representatives, regional managers, and other technicians to ensure customer satisfaction.
- Assist with setting up service delivery for product launch and acquisitions.
- Lead country wide technical projects related to Quality Issues, Upgrades, Software optimization, and PFA’s.
- Serve as the voice of Canada with the OEM division, and cascade division communications to internal teams.
- Other duties as assigned by Manager.

**What you need**
- University Degree required. Degree in a technical field is preferred.
- Background from a Technical School in Mechanical, Electronics or Electrical Background preferred.
- 1+ years of related experience in the field of medical equipment such as booms, lights, OR communication and navigation products, waste management devices, endoscopy peripherals, surgical hand pieces
- Internal applicants with an equivalent combination of education, experience and performance over time at Stryker will be considered.

**About Stryker**:
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.

The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.

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