Service Operations Analyst

Who We Want:

•     Strategic thinkers. People who enjoy analyzing data or trends for the purposes of planning, forecasting, advising, budgeting, reporting, or sales opportunities.

•     Innovators. People who are open to looking at problems from different angles, continually applying new knowledge to your work, and seeking creative ways to meet challenges.

•     Achievers. People who thrive in a fast-paced environment and are not afraid to go the extra mile for the good of the team.

•     Collaborative Partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

What You Will Do:

Lead and manage multiple operational aspects of the field service organization to ensure consistent execution, the building of a scalable business, and mutual accountability for all parties.  Activities could include, but would not be limited to, ownership and management of critical parts orders, service backorder cleanup, and Field Service software management.

Essential duties & responsibilities: (detailed description)

• Evaluate the open service orders for alternate parts, obsolete parts, and error logs to facilitate parts quicker to our Field Service Technicians and Customers.
• Define, document, and ensure timely, consistent, and scalable field service delivery, recording and reporting on this delivery of Stryker Inventory.
• Monitor/Develop metrics to measure effectiveness of services.
• Oversee and assure quality in service delivery to the field.
• Will ensure consistent communication on service orders to Mobile Inventory team, Technical Support team, Service Demand Planner, Field Service Technicians, Sales partners, and Customers.
• Responsible for the creation and maintenance of critical room down service orders that are not able to be fulfilled in a timely manner by our Field Service Technicians through their mobile inventory.
• Responsible for maintaining Operon Software dongles for Field Service Technicians to ensure all dongles are tracked and properly licensed prior to expiration.
• Supervise and/or execute additional projects as directed.

Education & special trainings:

• Bachelor's Degree Required
• Must be able to communicate effectively with customers, field teams, and in house personnel.

Skills & experience:

• Commitment to excellence and high standards.   
• Ability to strategically think thru challenges and find solutions.    
• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, etc.
• Ability to communicate well with customers, sales force, project managers, leadership, and co-workers in both written and verbal communication  
• Familiarity in SAP and ServiceMax ordering and navigation preferred.
• Basic PC skills required.         
• Effective analytical skills; demonstrate organizational skills.
• Familiarity with Stryker products preferred.

Physical & mental requirements:

• Effective interpersonal and communication skills.
• Must be able to enunciate and speak clearly on the phone in difficult situations.
• Ability to prioritize issues.
• Computer literate.
• Functional with Microsoft Office including Excel, and Word.
• Ability to learn new systems and technologies quickly.
• Excellent multitasking skills required