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Why join Stryker?
Looking for a place that values your unique talents? Discover Stryker's award-winning culture.
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Job description
As a Senior Supportability and Escalations Manager, you will leverage cutting-edge technologies to enhance healthcare communications in mission-critical environments. This role offers the opportunity to drive significant product improvements and deliver vital support to ensure that our solutions are both impactful and sustainable. You will work in a culture that fosters personal and professional development and be part of a company that is proud of the work it does. At this time the team works onsite on Tuesdays, Wednesdays and Thursdays.
What You Will Do:
- Lead and collaborate with internal and third-party teams to resolve escalated customer issues efficiently.
- Champion product supportability, identifying requirements and advocating for changes that enhance user experience and solution reliability.
- Monitor and report on product defects and push for necessary enhancements to meet client and market needs.
- Ensure product documentation accuracy prior to new releases and manage the creation of troubleshooting guides.
- Develop and maintain knowledge base articles for use by both internal teams and external partners.
- Provide leadership and mentoring to junior team members, promoting a culture of learning and knowledge sharing.
- Facilitate both formal and informal training sessions for peers, customers, and partners to better understand and utilize our products.
- Innovate and develop tools and programs to elevate the quality of customer support provided by Stryker.
What You Need:
Requirements:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- At least 6 years of professional experience in customer support within a software, SaaS, or systems development environment.
- Minimum of 3 years in a role focused on escalation management or advanced technical support.
Preferred:
- Strong technical acumen with exposure or experience to Product Management.
- Thorough understanding of support processes and frameworks, including case handling, escalation management, and customer satisfaction analysis.
- Demonstrated ability to build and deliver solutions leveraging distributed system architectures.
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