Position Summary :
Senior Technical Specialist is a prominent position within our Technical Services Career Path. At this stage in your technician career you are displaying mastery of appropriate and effective troubleshooting and service behaviors and are leading your junior counterparts in employing quality workmanship.
Essential Duties & Responsibilities :
Service and maintain all Medsurg products sold by Stryker SA.
Ensure compliance with the quality systems and the manufacturer's specifications.
Developing leadership role in staff and customer education and management.
Provide Technical support to Service Technicians, and to Customers Products.
Provide technical documentation to both internal and external customers.
Provide an interface between Technical Service Manager and Service Technicians.
Quote, repair and report on repairs : Investigate and evaluate faulty items and quote on the repairs accordingly. Ensure that repairs comply with quality standards of IEC and compile technical reports.
Attend to customer callouts and arrange backup equipment : Liaise with internal and external customers, supply backup equipment and work according to deadlines.
Ensure effective job card system and give feedback to customers when required.
Training : Training of new technicians on products being repaired. Training of Technicians on new products as and when required.
Training of Sales Staff as well as Customer Technical Staff on the Technical aspects of the various products.
Reports : Assist Technical Service Manager with compiling and distribution of reports as and when required.
Leadership : Active participation and, if necessary, management of projects related to the tasks of Senior Technical Specialist.
Qualifications / Experience :
Diploma or Degree in Clinical Engineering or other Electronic or Mechanical equivalent qualification
Minimum 5 years’ experience in medical electronics, combined with good mechanical skills
Minimum 2 years’ experience in the medical device industry
Minimum 2 years’ experience in the field service environment
Comprehensive Stryker product portfolio knowledge preferred
Ability to interpret manufacturing prints & troubleshooting guidelines
Fluency in English, spoken & written
Good IT knowledge (Microsoft Office, Lotus Notes, MFG / Pro, Outlook)
Valid driving licence
Key Talents / Skills Requirements :
Stryker Citizen : Demostrates outstanding ethics at all times. Treats customers and employees with respect, represents the company in the best possible light.
Knowledge : Advanced understanding of electro-mechanical products and associated repair procedures. Thorough understanding of electro-
mechanical repair practices for all Stryker products. Demonstrated quality workmanship. True consulative service approach, adding value and inspiring a sense of confidence in Customers.
Acts as a Service Advisor to clinical customers and is a true resource to the team.
Customer Service : Builds deep customer loyalty through trust, reliability and a genuine commitment to help. Service orientated.
Regularly exceeds customer expectations and proactively offers technical support to Product Managers, Sales Staff and Customers.
Excellent follow-up on all customer initiated issues. Where possible promote Service contracts.
Technical Skills : Advanced ability to accurately troubleshoot, repair and check electronic / mechanical Stryker products to technical standards.
Superior management of documentation. Advanced ability to work according to timelines both in responsiveness and completion.
Consistently prioritises the right opportunities for SYK. Consistently capitalizes on opportunities of growing existing SYK business when applicable.
Always has integrity and compliance at the front their mind when providing technical support. Uses consultative service techniques to support business.
Can detail a number of options for customers to allow real-time service repairs with minimum disruption. Gains complete understanding of customer requirements and emotional drivers and services accordingly.
Uses customer troubleshooting opportunities to grow and protect the business. Shows ability to support more junior Technicians in their service and repair delivery.
Assist with service delivery, and training of Customers and Sales Staff.
Developing Others : Shows potential and aptitude to coach all team members, raises the bar for the team.
Discretion / Latitude / Impact : Work is performed without appreciable direction. Takes on service leadership role on one or more projects of significance.
Exercises considerable latitude and leads / facilitates collaboration with CFT / SME in determining deliverables. Completed work is reviewed from a relatively long-
term perspective, for desired results. Reports observations / problems clearly and concisely and takes appropriate actions.
Demonstrates developing service leadership skills intra-departmentally. Failure to obtain results or erroneous decisions or recommendations would typically result in failure to achieve sales & / or major organizational objectives and adversely affect revenue & / or budget.
Work Environment :
While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel objects;
reach with hands and arms; balance; stoop, kneel, or crouch; talk or hear.
The employee must occasionally lift and / or move up to 30kg.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.