Technical Pre-Sales Support Engineer

As a Sales Support Engineer-Robotics Digital Support, you will assist with Sales and Marketing efforts related to Stryker’s Connected Q, Connected Mako products, and the Stryker Health Cloud platform, serving as an overlay to existing Joint Replacement initiatives. Responsibilities include explaining technical specifications, completing customer IT security surveys, conducting demonstrations, gathering configuration details, and supporting pre-sales and pre-installation activities. You will manage relationships with various stakeholders, including Stryker Account Executives, Sales Directors, Product Specialists, and Legal teams, while delivering persuasive presentations to physicians, CXOs, OR directors, IT personnel, engineers, biomed professionals, and purchasing teams. Additionally, you will coordinate all aspects of establishing and disconnecting connectivity to Connected Q and Mako systems by working with both customer and Stryker resources.

What you will do:

• Promotes Stryker Connected Q/Mako and connectivity products by serving as the subject matter expert to the customer.

• Serves as the primary liaison and subject matter expert from Robotics Customer Care on Connected Q/Mako to Engineering and Product Development teams. 

• Responsible for accurately completing any security/risk management surveys as required by the customer in a timely manner.

• Assists customer with network planning and evaluation for Stryker minimum system requirements.

• Collaborate with Stryker DRE staff to maintain Connected Q/Mako customer-facing documentation.

• Collaborate on wired and wireless networking problems and find solutions for field issues and trends. 

• Collects all information necessary to establish Connected Q/Mako connectivity including, but not limited to, necessary IP address, WIFI network, internet speed, password changing cadence.

• Establishes and maintains Connected Q/Mako connectivity checklist to be utilized during customer implementation to guide activity.

• Maintains a solid understanding of the Mako surgical procedure workflow.

• Represent the voice of customer (VOC) in Connected Q/Mako product development sessions and gate reviews. 

• Work cross-functionally to provide technical and product related content to Customer Care operations and end-user self-help initiatives. 

• Guide customers and Customer Care personnel to solve or action advanced product and implementation issues. 

• May assist in the preparation and operation of trade shows, conventions, and/or clinical meetings.

• Develop an understanding of the various software solutions across Stryker corporation. 

• Interacts with customers regarding post market surveillance activities.

• Other duties as assigned by the Senior Manager, Robotics Digital Support.

What you need:

• Bachelor’s degree in Information Technology, Computer Science/Engineering, Systems Engineering or related Engineering or Technical degree required.

• 4 years of related work experience required ​

• Must have an expert command of all assigned products and be able to disseminate this knowledge to the customer.

• Familiar with HIPAA, Patient Health Information, FDA Cybersecurity, and Data Privacy laws, statutes, concepts and regulations.

• Extensive experience with common IT security protocols/concepts.

• Strong knowledge of computer networking and LAN/WAN architecture, including TCP/IP, LAN, IEEE 802.11 WLAN, and DNS.

Preferred Qualifications:

• Excellent interpersonal skills and relationship building skills.

• Excellent analytical skills and organizational skills.

• Excellent oral and written communication skills.

• Excellent presentation skills including ability to guide less experienced audiences.

• Demonstrated skills at defusing intense customer situations.

• Minimum 3 years in technology / software or medical device sales.

• CISSP certification desired.