Customer Support Manager

Description:

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named the #5 World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

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)

A newly created role within our Technical Operations division, this role will lead a team of customer support representatives that look after all technical service related enquires for our NSW Service Centre.

The main purpose of this role is to lead a busy and business critical team, therefore, we are looking for an experienced people leader who is supportive and champions their team. Whilst this role sits within our technical business division, the successful candidate does not need to come from an engineering or technical background.

Responsibilities

• Manage a team of 12 direct reports that are the first point of contact for all technical service related enquiries
• Maintain KPI driven environment and keep team closely aligned to expectations.
• Drive process improvement within the customer support framework, developing more efficient ways to handle technical service related enquiries.
• Continuous improvement of customer service, developing initiatives to improve service support delays and improve quality of service support.
• Evaluate current shipment methods and receiving of international repair jobs, working with our overseas suppliers to find more efficient and cost effective ways, whilst ensuring service delivery is timely.
• Act as the main point of contact for technical service enquires across the business, working closely with the wider Tech Ops management.
• Drive training and development, proactively supporting talent progression and growth within the team.

Requirements

• 5+ years in a related Customer Service position
• Experience managing a team to success
• Accountability for business results
• Excellent negotiation skills and ability to influence
• Demonstrated written and oral communications skills including strong presentation skills
• Excellent organisational skills
• High degree of accuracy and attention to detail
• Ability to effectively drive business objectives through leadership and management of people
• Ability to achieve efficiencies and drive systematic improvement processes

Benefits of Stryker

At Stryker, we are passionate about career progression and training and development, and the successful candidate will also be given opportunities to advance within the organisation. We are proud to be an award-winning employer of choice both globally and in Australia
Join some of the brightest, most capable and committed people in the medical technology industry to achieve success and make the kind of contribution that matters to you.

If you believe you are a right fit for this role, click apply now!
Our benefits

Our total rewards offering varies by country but often includes bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.