Regional Manager, Mako Robotics Field Service (Central US)

Come join Stryker, one of the world’s leading medical technology companies who, together with our customers, is driven to make healthcare better. We offer innovative products and services in Medical and Surgical, 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.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine!

Who We Want:

Effective communicators. People who collect and interpret information accurately and can concisely communicate results and recommendations to stakeholders, senior management, and their teams.

Managers who drive performance. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.

Insightful advisors. Managers who lead strategy development and provide guidance and consultation to internal and external teams.

Network builders. Managers who build connections with other teams and divisions and coordinate cross functional collaboration.

What You Will Do:

In partnership with National Field Service Senior Manager, the Regional Field Service Manager will engage, coach and develop a team of Field Service Representatives. In this role, you will ensure effective Field Service is delivered to both internal and external customers as related to Stryker Mako Robotics equipment. You will assist the National Field Service Manager with regional growth, talent development, recruiting, engagement and overall performance of Field Service Personnel within a region. Additional responsibilities may require you to:  

• Manage a team, including management of people, defining roles and responsibilities, planning for the department's future needs and operations, counselling employees on performance and contributing to employee pay decisions or changes
• Interact with surgeons, OR personnel, Central Processing, Sales Reps, OR Management, and Hospital Administration, as well as Stryker employees and partners.
• Setup essential communication matrix for Field Service Representative within their region (e.g. teleconference, email).
• Submit weekly reports to National Field Service Manager on region performance/activity.
• Ensure SLA commitments are met within their territory daily
• Field Service Representatives in the territory are properly trained
• Responsible for the quality of service provided to customers throughout region.
• Exercises wide latitude in determining objectives and approaches using product knowledge to complete complex projects.
• Serve as company liaison with customer on administrative and technical matters.
• Provide guidance to customers on operations of products and answers questions on function and usage.
• Convey customer feedback (Voice of Customer (VOC)) to technical design and engineering staff.
• Perform pre-sales technical support duties, including assisting the sales team with customer demos. 
• Exercise superior independent judgement and customer care ability necessary to achieve revenue and margin goals. This is accomplished through ensuring total customer satisfaction therefore facilitating renewals of existing SAs
• Promote the growth of Stryker by partnering with Field Service Manager, Account Executives and JR team members to actively support potential sales. Communicate regularly with Account Executives and JR teams regarding any customer satisfaction issues.
• Manage and control FSR inventory, tools, test equipment, technical documentation, and other assigned equipment.
• Enforce field service policy to complete documentation in an accurate and timely manner as directed. This includes but is not limited to, field service reports, expense reports and service trainings.
• Schedule and maintain engagement with Field Service Representatives both technically and administratively by providing field training and “ride alongs”.

What You Need:

Required:

• Bachelor’s degree and 6+ years’ work experience, or 10+ years’ experience without a degree

Preferred:

• Previous experience as a technical field service professional or in a relevant capacity

$85,500 - $182,100 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.