Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com
Who We Want:
Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
Curious learners. Engineers who seek out cutting-edge research and information to expand and enhance their ability to develop software.
Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.
What You Will Do:
The Support Engineer, Robotics Technical Services drives the delivery of direct support to all internal / external customers utilizing the network system environment. The incumbent will assist the Departmental manager to design support processes that can scale to meet the needs of a quickly 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.
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 Will Need:
A bachelor's degree in Information Technology, Computer Science/Engineering, Systems Engineering or related Engineering degree.
Minimum of 5 years of experience in information technology
Experience with Internet Of Things (IOT) architecture and cloud-based systems
Experience facilitating collaboration amongst multi-disciplinary teams to drive complex troubleshooting, root cause analysis and issue resolution
Experience with ITIL Service Delivery basic concepts
Experience developing technical support process flows
Fluent with Microsoft Project, Word, Excel and Visio
Stryker is one of the world's leading medical technology companies and, together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. Stryker is active in over 100 countries around the world.
Together with our customers, we are driven to make healthcare better.
At Stryker, quality is first in everything we do. We are driven to make healthcare better for our customers by
providing innovative products and services that meet regulatory requirements through our effective quality system.
The Company was founded in 1941 by Dr. Homer Stryker and incorporated in 1946 as the Orthopedic Frame Company. In 1964, the Company’s name was changed to Stryker Corporation.
• $13.6 billion in annual sales in 2018; annual revenue has grown for 39 straight years
• 17.1% CAGR (compound annual growth rate) in sales over 39 years
• ~36,000 employees globally in 2018
• 43 manufacturing and research & development locat...ions worldwide
• Included in the Standard & Poor’s 500 Index
• Ranked # 233 on Fortune Magazine’s “FORTUNE 500” list for 2019
• Ranked # 3 on Fortune Magazine’s “World’s Most Admired Companies” list for the “Medical Equipment” industry for 2019
• Ranked # 11 on Fortune Magazine’s “100 Best Companies to Work For” list (U.S.) for 2019
• Spent $862 million on R&D in 2018
• 7,784 patents owned globally in 2018
• Initial public offering of stock was in 1979
• Listed on the New York Stock Exchange under ticker SYK