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

Position Description: As a Manager in the Technical Support organization, you will lead a team to respond to technical challenges and inquiries from end-users. While providing the best possible experience for our customers, you will drive performance improvement to hasten resolution or reduce issues through prevention and knowledge. You are inquisitive, customer focused, process oriented, take the initiative to creatively solve problems, and interested in a variety of technologies.

Successful candidates thrive in engaging with customers, collaborating with colleagues, and mentoring others. Hours may vary from 8am to 10pm IST with a rotating on-call responsibility as an escalation point after hours, on weekends and holidays as needed. This role reports to the Director, Technical Support. Remote flexibility is available for exceptional candidates who are not located near a major Stryker location.

Who we want:

Goal-oriented developers: People who offer strategic direction to cutting-edge systems and develop innovative ideas into reality.

User-focused creators: People who keep the customer and requirements squarely in focus, while delivering exceptional network solutions.

Collaborative partners: People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.  

What you will do:

• You will lead a high performing organization to provide proactive support to customers

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

• Directly engage with customers on high profile and critical issues ensuring world-class support

• 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

• Lead efforts to identify performance metrics and ways to continuously improve

• 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 technical field or additional 6+ years equivalent 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

• 2+ years building and leading technical support teams

• Advanced MS Office skills, including Word and Excel

• Understanding of Support best practices

• Basic understanding of software development processes and methodologies

• Background in process execution and instruction

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

• Healthcare industry experience preferred

#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.