Service Coordinator - NSW - 20432BR - EI


Sydney, New South Wales, Australia

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Job Posted: 23/03/2017

Job Category:

Call Centre & Customer Service / Customer Service

Job description:


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.


The Service Coordinator is an exciting role that exists to provide outstanding service to all our customers across Australia and New Zealand. They are the first point of contact between our customers, both internal and external, and Technical Services as a whole. They coordinate and prioritise the workload for the Service Technicians whilst ensuring that the Field Service Engineers have everything that they need to perform their role. They are the backbone of the service department and collaborate to ensure that order processing through to invoicing for Technical Services is a smooth, efficient transaction.

Are you a service oriented individual who enjoys problem solving? Does communicating and collaborating with different people and working together to improve processes excite you?

We aren't necessarily looking for someone with prior or formal experience, rather someone with a passion for providing outstanding customer service and an enthusiasm for process and problem solving.

In this hands on role you will:

  • Provide service to external and internal customers, and accurately record correspondence in CRM
  • Handle calls for all phone inquiries into the SSP Service Centre
  • Book incoming repair jobs through Service Max and prioritise based on circumstances, driving the workflow of the Service Technicians
  • Dispatch repaired items back to the customer
  • Receipting incoming parts and arranging the distribution of them when required in the Field
  • Manage the Technical Services email through Service Max, responding to customer enquiries within appropriate timeframes
  • Coordinate the shipment and receiving of international repair jobs, working with our overseas suppliers to ensure items are repaired within appropriate timeframes.
  • Follow up with customers to obtain Purchase Order numbers for jobs that have been quoted for repair
  • Ship and receive loan items and follow up outstanding loan units
  • Actively participate in weekly team meetings and presentations back to the business, and take personal responsibility in designated KPI numbers

To be successful in this position you will have:

  • Excellent interpersonal, communication and customer service skills
  • Ability to work in a high technology environment with a high degree of accuracy and attention to detail
  • Understanding of administrative and clerical processes including knowledge of invoice and electronic filing systems.
  • Ability to work within a team to ensure customer expectations are met and exceeded
  • Proven organisation and planning skills
  • Logical approach to problem solving
  • Basic knowledge of computer systems, e.g. Microsoft Suite, ERP, CRM
  • Ability to work to deadlines and plans
  • Ability to think outside of the box, challenge historically defined processes and put forward ideas for change and improvement



As above