Stryker Service Delivery Supervisor in Kalamazoo, Michigan

Requisition ID 17527BR

Job Title Service Delivery Supervisor

Group MedSurg and Neurotech

Division Instruments

Business Unit World Wide Service

Business Function Installation Maintenance and Repair

Country United States

State/Province MI

City Kalamazoo

Employment Category Full Time

Percent Travel Required Up to 10%

Shift 1st

About Stryker

Stryker is one of the world’s leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products to help people lead more active and more satisfying lives. Stryker products and services are available in over 100 countries. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Job Description / Information

Under minimal supervision ensures that customers and sales representatives receive world class support by handling a variety of customer support functions. Oversees and coordinates the activities of a team to meet service goals of cost, time, quality and customer satisfaction goals. With the support of the Service Leadership team, will identify and retain talented Stryker employees while building a well diverse team. Actively participates in the launch of new initiatives that drive an enhanced multi-channel customer experience and team productivity.

  • Lead a team to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions.

  • Will direct the success of assigned team(s) by managing people, equipment and workload/capacity to meet customer needs.

  • Plans, organizes, and sets goals to best utilize personnel to achieve long and short-term goals

  • Coaches, mentors, trains, and evaluates members, including direct reports’ annual performance reviews to include consistent development and feedback.

  • Will direct and support team members in training and compliance to training, continued product knowledge growth, and all aspects of improved team productivity.

  • Work daily with escalated customer complaints to solve for the immediate needs of the customer.

  • Collect and trend business critical data and work cohesively with the team to modify processes and/or procedures to improve business processes, business performance and the customer experience.

  • Utilize Voice of the Customer data and insight to modify or enhance skills and processes to improve the customer experience.

  • Deliver on timely submission of required business reports

  • Works with manager to recruit, hire, retain and engage talented associates

  • Maintains records (time cards, training records, etc.) for direct reports

  • Ensures compliance of team with company policies and procedures

  • Will own NC/CAPAs within designated area(s) of responsibility

  • Responsible for the continuous improvement initiatives within area(s) of supervisory

  • May supervise supervisors of people (direct and indirect reports)

  • May own business process(es) and/or maps/procedures

  • Will manage tool, equipment, office supply and general expenses base off a yearly budge

Minimum Qualifications

  • Medium Work- Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force constantly to move objects.

  • Must be able to communicate telephonically.

  • Must be able to review printed material.

  • Must be able to operate common office equipment (e.g. calculator, fax, telephone, etc.)

  • Must have good visual acuity.

  • Must be able to work in a seated and standing position.

  • Must be able to read and explain detailed product information and/or ordering procedures.

  • Must be able to analyze and resolve customer issues of a moderate to diverse scope using independent judgment.

  • Ability to prioritize work and keep detailed and accurate records.

  • Must be adequate at using a computer to research information for customers and Sales Representatives.

  • Highly functional under pressure and able to problem solve or redirect according to ability level.

  • Must be able to analyze and resolve non-routine issues using independent judgment.

  • Must be able to routinely make decisions that affect immediate operations and may have a company-wide impact.

  • Must be able to observe minute inconsistencies (e.g. in the printed word, a materials process or system).

  • Excellent verbal and written interpersonal communication skills.

  • Excellent analytical skills.

  • Excellent organizational skills.

  • Excellent PC skills. Experience in Microsoft Office Suite required.

  • Experience in leadership of projects/people and influencing without authority.

  • Demonstrated record of strong relationship building.

  • 2+ years professional experience.

  • Bachelor’s Degree or equivalent experience preferred.

All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.

Stryker is an EO employer – M/F/Veteran/Disability