Job Information
Stryker OnSite Team Lead - Grand Rapids, MI in Grand Rapids, Michigan
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
We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com
This position is a first line supervisor or manager with primary responsibility for providing guidance, such as delegating work assignments to direct employees. Role typically requires a university degree or an extensive amount of practical knowledge gained through experience. The role has little requirement for providing leadership or guidance to others in the workplace, but may work as a team leader in allocating and checking the work of other members of the team. This job typically requires a degree/equivalent or a minimum of 5 or more years experience.
Job Description
Essential Functions:
Guides day to day operational support to account.
Serves as point person for team.
Effectively partners with key stakeholders of account, cross divisional sales teams and cross functional teams to drive account productivity and satisfaction.
Individual work has impact on team and other groups. Leads Tier 1 huddles.
Actively participates in and as needed, leads hospital huddles.
Directs and guides day to day function of team to ensure OR efficiency and drive customer satisfaction.
Manages charge sheets and billing for account.
Business Expertise
Solid understanding of critical metrics and their impact on the business and customer relationship.
Directly applies feedback and metrics to propose process improvements that drive customer satisfaction and elevate Stryker's impact on the account.
Functional Knowledge:
Solid foundation of clinical expertise and can share that expertise with a wide array of audience.
Provides in service training at the request of the customer.
Supports and guides Sr. Specialists identifying and creating Kaizen sheets to drive continuous improvement.
Responsible for onboarding new employees.
Functional knowledge of SPD & OR. Significant understanding of surgeon preference. Manages and coordinates Stryker and customer onboarding and compliance requirements for team.
Good understanding of Joint Commission requirements and managing that for the team and account.
Interpersonal Skills
Information exchange requiring tact and diplomacy.
Consistently facilitates and leads team building activities and actively participates. Proactively interacts with cross divisional partners, various levels of management in the hospital and within OnSite.
Leadership
Allocates work as a team leader; may check on quality/completion.
Attends and participates in several CE webinars throughout the year.
Actively partners with Associate Supervisor, Supervisor, OA and Training team to onboard new hires.
Serves as mentoring newer specialists in the area.
Assists with writing and delivering corrective action and common annual review.
Drives onboarding for new hires.
Serves as a resource for team and drives day to day engagement, performance and activities.
Leads Program Management activities within account.
Direct impact by ensuring the quality of the task/services/information provided by self and others.
Main point of contact for team account.
Proactively communicates out to appropriate stakeholders specific account information.
Problem Solving
Actively provides ideas to refine tools or process.
Provides implementation and coverage support if/when practical. Actively partners with fellow Team Leads across nation to drive standardization and continuous improvement across regional lines.
Physical Requirements
Ability to exert up to 50lbs of force occasionally and/or up to 20lbs of force to constantly move objects.
Ability to remain standing and/or walking for an extended period.
Mental Requirements
Excellent analytical skills.
Excellent interpersonal skills.
SKILLS/EXPERIENCE REQUIRED Qualifications
Basic computer skills including Microsoft Office, strong verbal and written communication, interpersonal, and organizational skills are essential.
Maintain professional appearance, work ethic, and attitude required by Stryker and the medical facility.
Must have near visual acuity (corrected) color vision, mobility, bending, standing, stooping, and finger dexterity.
Must be able to observe and correct minute inconsistencies (e.g. in the printed word, product appearance, etc.).
Excellent equipment problem-solving skills.
Education/Training Required
Stryker Product experience
Bachelor's Degree, Associate's Degree or equivalent certifications preferred.
2-4years' Operating Room experience and demonstrated knowledge of anatomy, surgical procedures and techniques preferred.
Adhere to (HIPAA) and other related patient confidentiality policies and procedures
Work From Home: NoTravel Percentage: NoneStryker Corporation is an equal opportunity employer. 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.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
About Stryker
Our benefits:
12 paid holidays annually
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.
Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.
For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits (https://cdn-static.findly.com/wp-content/uploads/sites/1427/2023/09/20143933/us-stryker-employee-benefits.pdf)
About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com. (http:)
Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page (https://careers.stryker.com/referrals/)
Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.
Stryker Corporation is an equal opportunity employer. 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.