Technical Customer Support (Hybrid)
Ulloa, Heredia, CR
hace 16 horas

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 :

  • Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
  • Goal-oriented : Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.
  • Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.
  • 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.

    The BluePrint and Prophecy platforms allow a surgeon to use 3D reconstructions made from a patient’s CT scan imagery to plan and order patient specific items that assist in the operating room for complex cases.

    These are provided under the prescription of the overseeing physician in accordance with all applicable laws and regulations for single patient use.

    This position would require coordinating the processing and delivery of these patient specific items with our manufacturing and sales teams in the US.

    With quick turnaround times between items being ordered and the surgery date, this coordination requires handling multiple tasks simultaneously with high attention to detail.

    This position will also provide technical support and account assistance for the application aspects of the platforms to our user base which includes, but is not limited to, surgeons, OR staff, clinical staff, distributors, and the sales force.

    What you will do :


    Technical Responsibilities :

  • Work with new users to register and set up accounts on the platform.
  • Assisting in software installation and troubleshooting issues
  • Manage the workflow process of patient specific items to our manufacturing teams
  • Assist in correlating account data between different internal systems
  • Support project improvement tasks specific to improve current state functions with internal departments and external vendors.
  • Business Responsibilities :

  • Assist in setting up deliveries of finished product to the field
  • Promptly providing ETA and tracking information for patient specific items
  • Proactively reaching out to customers when there are delays
  • Managing incoming emails and phone calls that require support
  • Maintain confidentiality regarding proprietary, sales, confidential company information, and patient data.
  • General Responsibilities :

  • Learn procedures, policies, processes, systems, and technology required.
  • Work on problems in limited scope; purposefully learn while gaining experience.
  • Demonstrate ownership and integrity of work.
  • Build stable relationships.
  • Contribute to the project as a team member.
  • What you need :

    PREFERRED QUALIFICATIONS : (strongly desired) :

  • Ability to keep track of multiple work processes while responding to support requests
  • Showing close attention to detail
  • Excellent business communications skills; professional writing, team interaction, including extensive communication via telephone, email, and web conferences.
  • Ability to manage multiple projects while adhering to deadlines with minimal supervision
  • Proficient in Microsoft Office
  • Experience with Excel functions and macros
  • Experience with Customer Support (Technical support preferred)
  • Certifications :

    Additional desired role-specific certifications may be added as deemed necessary by the local hiring manager.

    MINIMUM QUALIFICATIONS : What you will need (must have) :


  • Associates degree or equivalent
  • 2+ years of experience in a customer support role preferred
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