Work Flexibility: Hybrid

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

Travel Percentage: 10%

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.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.