Field Service Representative

4 months ago

Ottawa, Canada Stryker Full time

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.

At Stryker we strive to make Healthcare better. This is done by providing our customers with the best equipment and service. The environment and culture for this role is fast-paced and you’ll be constantly on the go. It requires the ability to solve complex problems while maintaining strong relationships with our customers and sales representatives. This position is responsible for providing technical field service support that exceeds our customer expectations. The person taking the Field Service Representative role will spend most of their time in four key areas. They are:

- Traveling between hospitals based on assignment of service requests.
- Troubleshooting and resolving customer and product issues with focus on Communication and Instruments portfolio.
- Building positive relationships with Stryker customers.
- Documenting service results to maintain accurate quality records.

**Individual Responsibilities**:

- Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
- Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance.

**Functional Responsibilities**:

- Provide effective, proficient, and timely service and repairs to all customers in direct support of the sales team to ensure optimal customer satisfaction
- Adhere to account protocols. Responsible for fault isolation and maintenance of equipment at account locations
- Promote Stryker’s business by recognizing opportunities to fulfill additional customer needs and communicating with the appropriate Stryker personnel for follow up
- Provide post-sale in-servicing on equipment operation and maintenance
- Perform warranty, upgrades, field actions, preventative maintenance, installations, deliveries, billable or any other related services required by a client.
- Follow all administrative duties, complete all necessary paperwork and track product support solutions, e.g., Repair Orders, Service Request Forms, Product Inquiries, Field Actions and Part Order Requisitions in a very accurate and timely manner
- Maintain an accurate inventory of Stryker equipment, service parts, tools. Conduct regular cycle counts and verify tool calibration

**Conduct & Compliance**
- Abide by and support the policies set forth in the Stryker Code of Conduct
- Understand that compliance with the Code of Conduct, as it may be amended by Stryker Corporation from time to time, is a condition of continued employment with Stryker
- Conduct work in compliance with all laws, rules, and regulations and in accordance with Stryker’s high ethical standards
- Report any violations of these policies and procedures to Stryker management or in the manner outlined in Stryker’s Ethics Hotline Policy

**Knowledge & Skill Requirements**
- Ability to work flexible hours and to work independently
- Ability to work in a fast-paced environment
- Ability to read and understand technical drawings
- Strong time management skills, ability to manage multiple functions and adhere to daily/weekly deadlines
- Knowledge of proper lifting/body mechanic techniques
- Basic or intermediate computer networking skills
- Lean Six Sigma experience an asset
- Must have an outstanding driving record

**Education & Qualifications**
- Post-Secondary Diploma required; University Degree preferred
- Bilingual (French and English) required
- X-ray, MRI or medical imaging is preferred
- Related technical experience in healthcare field (2+ years preferred)
- Technical School classes in Mechanical, Electronics or Electrical preferred
- Eligibility to work in healthcare environment and to travel to USA required

Internal applicants with an equivalent combination of education, experience and performance over time at Stryker will be considered.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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.

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