Manager, Technical Support (Hybrid)

We are excited to be named one of the Worlds Best Workplaces by Fortune Magazine We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf) 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: Bachelors 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 IND1 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. Stryker 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 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required 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.