Data Solutions Support Specialist-EMEA in Maastricht at Stryker Corporation

Date Posted: 11/2/2020

Job Snapshot

Job Description

The Data Solutions Support Specialist is responsible for Data Solutions support for basic and self-serve customers as well as distribution partners as part of Stryker’s world leading automated external defibrillator and mechanical CPR business in the assigned region

Responsibilities include supporting the Data Solutions related efforts of the Medical Sales & Marketing Teams, working closely with the Regional Sales Managers, assisting customers and distributors with account creation in the LIFELINK central and LIFENET systems,  managing assets and providing Data Solutions support (pre-sales, implementations, post-sales) within the Public Access market segment. This involves both inbound and outbound activities, this is a customer-facing role requiring experience dealing directly with customers at account and technical level.

Key responsibilities include:

  • Assume the role of lead and expert in all aspects of the data and connectivity portfolio providing innovative data and connectivity solutions & services in the assigned region together with his/her Data Solutions Lead Specialist counterpart
  • Act as a National Point of Contact for the Sales Force, delivering Data Solutions Support to Public Access customers in the assigned region.
  • Provide support for all elements of the LIFELINK central AED program manager system and support the transfer of data within the Resuscitation System of Care via WiFi and/or 3G interface for the LIFEPAK AEDs
  • Provide support for HeartSine Gateway connectivity questions and issues
  • Offer first line assistance for queries/technical issues related to the various LIFENET System components including CODE-STAT
  • Deliver account support and training to Distributors and Customers, basic problem solving and act as integration specialist at point of sale of LIFENET/LIFELINK Central
  • Support the internal Stryker team members regarding Data Solutions including attending meetings and presentations from pre-sales to implementation and post-installation activities for Public Access market
  • Collaborate with the sales and marketing teams as well as the Data Solutions Lead Specialists across the continuum of care to deliver exceptional customer service as well as identify new opportunities for growth within Public Access
  • Become a Subject Matter Expert regarding all aspects of Stryker Data Solutions related devices and services within Public Access
  • Provide support for incoming queries and provide technical assistance for issues related to Data solutions by analyzing, isolating and identifying root cause
  • Test data solutions related products in order to build and share knowledge with the Data Solutions Team
  • Act as an expert in assigned region together with his/her counterpart Data Solutions Lead Specialist, providing support when needed in local matters

Education and/or special training: 

  • Degree or equivalent combination of education and highly relevant customer service experience
  • Fluent English & Italian are a must. In addition, fluent Dutch would be desirable
  • 3 years of experience, with a minimum of 1 year in account management, sales support, customer service or project management
  • At least 1-year experience in providing remote technical or IT support

Qualifications/Work Experience:

  • Excellent relationship builder
  • Outstanding customer relationship management skills
  • Works well under pressure in a dynamic environment
  • Strong analytical skills (to understand local markets and customer needs)
  • Organizational skills - Managing many diverse projects, all with different deadlines and priorities.
  • The ideal candidate must be able to multi-task on a daily and weekly basis and demonstrate the ability to deliver projects on-time in a fast-paced environment with frequent interruptions.
  • Ability to plan, manage and execute projects within budget and on schedule
  • Ability to work effectively within a matrix environment
  • Capability to establish and use networks to acquire information
  • Excellent written and verbal communications skills
  • Will develop and review a significant amount of outbound content.
  • The ability to write well and convey complex information simply and clearly both verbally and in writing is required for success.
  • Process Management
  • Proven ability to follow stated procedures as well as refine procedures where appropriate based on new business or customer requirements.
  • Experience in setting up WIFI networks and general connectivity troubleshooting skills
  • Experience in supporting Microsoft operating systems
  • Experience with remote access and productivity technologies, such as VPN, Microsoft collaborating environment

Work From Home: Occasional

Travel Percentage: 20%

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