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Stryker Field Service Technician in Minneapolis, Minnesota

The Field Service Technician -

Be Stryker’s face of service to a specified health system or territory. Increase customer uptime through proactive product and process support and partner with customers to drive a seamless delivery experience. Drive efficiencies across the business to better the Instruments Field Service Business and Service Delivery.

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 post-sales service, troubleshooting and repairs, product field actions, preventative maintenance, quality control inspections to all customers in direct support of the sales team to ensure optimal customer satisfaction and best-in-class service.

  • Provide technical and engineering expertise in fault detection and isolation, root cause analysis and complex repair plan development at accounts leveraging customer information and internal technical resources where applicable.

  • Provide post-sale in-servicing and product-use support on equipment operation and maintenance.

  • 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.

  • Assist Field Service Manager with development and deployment of the training documentation, SOPs and work instructions for the Field Service team; evaluate existing technical processes and identify deficiencies.

  • Maintain an accurate inventory of Stryker equipment and parts, verify tool calibration.

  • Provide advanced subject matter expertise and support to Field Sales Representatives, internal and external customers. In addition, highlight complex issues via phone, email and on-site, if necessary.

  • Participate in the resolution of customer complaints and escalated issues.

  • Work with technical support call center, manufacturing, engineering, project management, inventory, purchasing and management groups when applicable.

  • Be a leader in personal performance for the field service metrics.

  • Promote Stryker’s business by recognizing opportunities to fulfill additional customer needs and communicating with the appropriate Stryker personnel for follow up.

  • Other duties as assigned by Manager/Supervisor.

  • Manage schedule and resources as dictated by customer needs.

  • Be a problem-solver and drive process improvements in all aspects.

  • Plan for frequent travel between hospitals in health system and/or territory based on the priority of service requests.

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 and violations of these policies and procedures to Stryker management or in the manner outlined in Stryker’s Ethics Hotline Policy.

Blood Borne Pathogen Category A Position

Knowledge & Skill Requirements

  • Up to 50% overnight travel. Willing to work overtime and overnight per the customer’s specified need.

  • Strong interpersonal and communication skills.

  • Ability to work independently in a fast-paced environment and often stressful working conditions.

  • Highly organized and able to prioritize tasks.

  • Special attention to details.

  • Ability to present ideas and results in a logical manner.

  • Experience with highly sensitive customer interactions and an understanding of the importance of customer relations.

  • Must be self-motivated, self-reliant and able to work with little supervision.

  • Must have an outstanding driving record.

  • Must have near visual acuity (corrected) color vision, mobility, bending, standing, stooping, and finger dexterity.

  • Strong time management skills, ability to manage multiple functions and adhere to daily deadlines.

  • Ability to exert up to 75lbs of force occasionally and/or up-to 20lbs of force to constantly move objects.

  • Ability to stand and/or walking for an extended period of time.

  • Maintain professional appearance, work ethic, and attitude required by Stryker and our customers.

  • Proficient in Microsoft Office Applications.

  • Experience interpreting service bulletins, user manuals, and other technical manuals, drawings, etc.

  • Excellent teamwork, coordination and collaboration skills.

Education & Qualifications Preferred

  • Bachelor’s degree in a technical field preferred.

  • 3-5 years of related experience in the field of medical equipment, operating rooms, central sterile or biomedical experience preferred.

  • Extensive experience in electro-mechanical equipment installations a plus.

  • Knowledge of UL/ETL/IED/FDA/TUV standards and how they apply to product designs preferred.