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We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!

We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

We are currently seeking a dynamic and driven individual to join our team as Head of Technical Service / ProCare Services (m/f/d) within UK/Irland. In this role, you will play a pivotal role in leading our ProCare Customer Service Representatives and Specialists.

In your new role, you will oversee the day-to-day operations of the ProCare Customer Service function within UK/Irland. You will lead and mentor a team of Specialists, ensuring their training, development, and engagement to deliver exceptional service. Furthermore, you will drive key initiatives to enhance service quality, efficiency, and customer satisfaction. To manage performance and conduct regular performance reviews to foster continuous improvement will round off your area of responsibility. This role will be based in Newbury (UK).

Together with your team, you will build and maintain strong relationships with local stakeholders to ensure seamless collaboration and support.

Your key responsibilities:

As Head of ProCare Services (m/f/d) UK/Irland, you will spearhead various critical tasks and initiatives to ensure the seamless operation and enhancement of our customer service function. Your responsibilities include:

• Team Management: Directly manage the ProCare Customer Service team, comprising Customer Service Representatives and Specialists. This entails overseeing their performance, development, engagement, and making pertinent pay decisions.

• Day-to-Day Operations: Take charge of the day-to-day activities of the ProCare customer service team, encompassing Order Management, Kit Booking, and ProCare CS duties in larger regions or a combination thereof in smaller regions. This involves ensuring compliance with processes, conducting training sessions, and maintaining operational excellence.

• Problem-Solving and Escalation: Act as a point of contact for troubleshooting issues, identifying areas for improvement, and escalating complex issues to your direct manager for resolution.

• Strategy Implementation: Contribute to and execute the appropriate Customer Service strategy, goals, and objectives for the Northern Europe region.

• Quality Assurance: Monitor and uphold quality standards across different service channels, proactively taking corrective actions to enhance performance if standards are not met.

• Workforce Management: Monitor workload and performance metrics, optimizing resource allocation to achieve targets. This includes crafting business cases and escalating resource-related issues as necessary.

• Process Standardization: Collaborate with the COE Europe to drive process standardization and lean improvements across the country. Actively align with other In-Country leads to assess process status and design future process improvements.

What are we looking for?

We are looking for a team player and aspiring leader capable of driving operational excellence and fostering a culture of continuous improvement within the ProCare customer service team.

Competencies

• College or university degree, or equivalent relevant experience.

• At least 6 years in a customer facing role with 3+ years of team/project management experience. Experience with a service / maintenance type of business and technical support is desirable.

• Strong customer focus and knowledge of medical device standards and regulatory needs.

• Thorough functional knowledge of the end-to-end supply chain and OTC processes – clear understanding of the wider issues impacting the relevant markets and consequently the customer experience. Ability to act as subject- matter expert (SME).

• Team Management - strong ability to recruit, develop and engage high performing teams and experience of managing a team within a matrix organization (preferably in a contact center).

• Experience with continuous / process improvement, leading and managing projects; strong analytical and problem-solving skills.

• Excellent collaboration skills and strong cross-functional influencing skills & teamwork.

• Excellent communication skills with fluency in spoken and written English, and the language of the main country of responsibility is essential. Another major European Language would be a distinct advantage.

What do we offer return?

• We grow talent: we give you the opportunity to develop your career based on your strengths at the direction that you aspire.

• Recognition of your performance: outstanding individual and cross-functional team performance is rewarded.

• You will receive a competitive salary package.

• We create engaged and inclusive teams that encourage colleagues to share their diverse perspectives and opinions.

If you're ready to take on a pivotal role in shaping the customer service landscape and driving excellence across diverse regions, we invite you to join our team and be part of our journey towards success!

Your application

Diversity is important to us. We welcome applications from individuals regardless of their ethnic, national, or social background, gender, disability, age, or sexual identity.

We look forward to receiving your meaningful online application, including your salary expectations and all relevant documents (cover letter - optional, current resume, certificates, if applicable, work permit). Please upload all your attachments directly under the "Resume" section.

Your contact

In case you have further questions regarding the position, please feel free to directly reach out to Nicole Röll (+49 4348 702 685).

Please note that the job title in the advertisement may differ from the internal job title.

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 150 million patients annually.

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.