Support Process Manager

COMPANY DESCRIPTION:

Why Technical Support at Stryker?

At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated, intelligent communication for mission-critical workflows in healthcare, hospitality, energy, retail and other mobile work environments. Vocera is widely recognized for developing smarter ways to communicate that improve patient and customer satisfaction.

Vocera Communication solutions are installed in more than 1,300 organizations worldwide. We are headquartered in San Jose, Calif., with offices in Tennessee, Indiana, Canada, India, United Arab Emirates, Australia and the United Kingdom.

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

JOB PURPOSE:

As a Support Process Manager at Stryker, you will be working with cross-functional teams including Product Engineering, Customer Excellence, Information Technology, and one or more external vendor teams to create process changes and improvements. In this role the individual will help develop and redesign initiatives and processes for key Customer Support functions to drive business goals, objectives, and programs by analyzing data and evaluating key business components to assess current performance baselines. In this role, the individual will evaluate and update current practices on a continuous basis; consulting with cross-functional teams including quality and regulatory teams to get alignment on improvement solutions and meet compliance; and communicating changes and solutions to key stakeholders to get buy-in.

DUTIES AND RESPONSIBILITIES:  

• Work with our Support Process Excellence team to help identify opportunity areas where process management and reengineering can significantly impact efficiency and quality of support to help drive improvement to customer satisfaction.
• Help define and document support processes to deliver optimum customer and support delivery experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolution times.
• Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, CRM workflows (SFDC), and workforce management.
• Develop and maintain new and existing documentation of support procedures, business guidelines, checklists, templates, etc., as well as managing/improving the organization of said documentation for ease of reference.
• Represent Customer Support and interface effectively with cross-functional teams and customers.
• Participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows, and performance standards.
• Deliver these strategic initiatives and improvement through change management, effectively engaging stakeholders and clearly communicating process changes to impacted audiences.
• Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact
• Participate in internal and external business process audits, maintaining accurate documentation and evidence to ensure ongoing compliance with regulatory and operational standards. 
   

QUALIFICATIONS:

• 8+ years of overall experience in technical support.
• 3+ Experience in Process design/modelling.
• Bachelor’s Degree, preferably in a technical discipline.
• Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce).
• Solid understanding of all Support Processes to deliver world class 24x7 customer support experience. This includes processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more.
• Experience in change management with strong presentation and communication skills to effectively engage stakeholders and clearly convey process changes to impacted audiences.
• Experience in use of or defining support processes in a Software Technology and/or SAAS company like SFDC, ServiceNow, Zendesk, etc.
• Strong familiarity with one or more of the Business Process Modeling tools like SIPOC, Value Stream Mapping, MS Visio & Lucid Chart.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Ability to identify risks and dependencies and put in place plans to mitigate them.
• Experience in business process audits, experience in BSI external audits advantageous.
• Six Sigma Green or Black belt certification preferred