As Manager, Technical Support, you will lead a team responding to technical challenges and inquiries from end-users. While providing the best possible experience for our external customers, you will drive performance improvement to hasten resolution or reduce issues through prevention and knowledge.

Successful candidates thrive in engaging with external customers, collaborating with colleagues, and mentoring others. Hours may vary from 8:00 am to 8:00 pm Eastern Standard Time (EST) 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 based in the Eastern Standard Time Zone but not located near a major Stryker location.

What you will do:

• 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:

Required:

• 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 in enterprise SaaS software or cloud technologies
• 4+ years building and leading technical support teams
• Advanced experience with MS Office skills, including Word and Excel

Preferred:

• Demonstrated experience with software development processes and methodologies preferred
• Experience in process execution and instruction preferred
• Experience utilizing a CRM and bug tracking systems, Salesforce and Atlassian preferred
• Healthcare industry experience preferred

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