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Stryker Manager, Client Systems (Hybrid) in Fort Wayne, Indiana

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

As the Manager, Client Systems you will lead a team of Client System Engineers, who plan and perform Vocera product upgrades. As a leader you will ensure customer environments are optimized for system functionality and solution value. While providing the best possible experience for our customers, you will drive performance improvement to hasten resolution or reduce issues through prevention and knowledge.

Who We Want:

  • Dedicated Leaders. People who seek out the right business solutions and can influence groups and individuals both with customers as well as internally.

  • 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:

  • You will manage a high-performing organization of systems engineers to deliver support services, including upgrades, operational configurations, and maintenance updates to the Vocera software assets.

  • Educate customers on both the Vocera software and partner/vendor software on the feature functionality on product releases, drive adoption and ensure system stability.

  • Champion customer issues within the organization to build the best customer experience to define and build the way we deliver product upgrades.

  • Serve as a liaison between Technical Support and Engineering, ensuring an escalation process is effective and efficient, including coordination with external partners.

  • Build effective teams through high quality hiring, employee engagement, resource allocation and creating a continuous learning environment.

  • Assist in the development and delivery of training for internal and external stakeholders.

  • Lead and report the prioritization of product defects and enhancement requests.

  • Continuously identify trending critical issue root causes and partner with other departments to mitigate and eliminate the source of issue.

What you need:

  • Bachelor's degree in a technical field, or 6+ years of additional equivalent work experience

  • 8+ years of experience in IT, technical account management or as a support professional for multiple product lines in enterprise software or cloud technologies required

  • 2+ years building and leading technical support teams

  • Basic understanding of software development processes and methodologies

  • Experience utilizing a CRM and bug tracking systems, Salesforce and Atlassian preferred

  • Healthcare industry experience preferred

  • Experience troubleshooting in Linux environments preferred

  • Certifications in MCSE, Networking (CCNA, etc.) a plus

#IND1

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.

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