Support Engineer, Robotics Technical Services in Davie, FL at Stryker Corporation

掲載日付: 9/30/2019



The Support Engineer, Robotics Technical Services drives the delivery of direct support to all internal / external customers utilizing the network system environment. This is a terrific opportunity to assist in the design support processes that can scale to meet the needs of our rapidly growing business. The Support Engineer, Robotics Technical Services will collaborate with Research and Development to define troubleshooting protocols and issue resolution sequences. Coordination of support amongst multiple vendors and internal teams to resolve complex system failure scenarios is a major component of this role. Essential duties and responsibilities include:

  • Provide phone and email support to customers to establish initial response of service incidents and single point of contact
  • Troubleshoot reported system failures according to defined process to correctly identify root cause
  • Clearly identify cross functional dependencies between teams to ensure execution alignment of troubleshooting, analysis and incident resolution
  • Liaison between R&D and vendors when necessary for escalated incidents
  • Monitor service level agreements amongst vendors to ensure compliance with established standards
  • Develop and execute support processes as new technology is released to ensure alignment of technical services and network system capabilities
  • Schedule and lead vendor meetings between vendor’s technical resources and internal teams when necessary

What you need:

  • A bachelor’s degree in Information Technology, Computer Science/Engineering, Systems Engineering or related Engineering degree
  • Minimum of 5 - 7 years of experience in information technology
  • Experience with Internet Of Things (IOT) architecture and cloud-based applications
  • Experience facilitating collaboration amongst multi-disciplinary teams to drive complex troubleshooting, root cause analysis and issue resolution
  • Experience with ITIL Service Delivery basic concepts (highly preferred)
  • Experience developing technical support process flows
  • Fluent with Microsoft Project, Word, Excel and Visio

Work From Home: No

Travel Percentage: None

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.