The Staff Engineer, Robotics Digital Support drives the delivery of direct support to all internal / external customers utilizing Stryker’s cloud system environment. The incumbent will assist the Digital Support manager to design support processes that can scale to meet the needs of a quickly growing business. The Staff Engineer, Robotics Digital Support 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. The Digital Support team works together to take on technical challenges and provide a positive experience for our customers.
What you will do:
Apply technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web.
Troubleshoot reported system failures according to defined process to correctly identify root cause and remediation plan.
Clearly identify cross-functional dependencies between teams to ensure execution alignment of troubleshooting, analysis and incident resolution.
Liaison between R&D and vendor teams 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 cloud system capabilities.
Schedule and lead vendor meetings between vendor’s technical resources and internal teams when necessary.
Develop and configure tools for the Robotics Clinical Operations teams to sustain business demand for tasks such as pre-operative planning case management, support incident management, system monitoring, and operational reporting / data analytics.
Maintains accurate records of all support related activity in the Robotics Digital Support ticketing system.
Assists with root cause investigations as requested by Department Management.
Participates in exploratory testing and other engineering verification and validation activities to familiarize with new products and provide input on product improvements, serviceability, and potential customer support occurrences.
Disseminates issues and potential trends requiring investigation by internal resources.
What you need:
Minimum Qualifications (Required)
• Bachelor's degree in Software Engineering/ Computer Science or related discipline and 4+ years of work experience.
Preferred Qualifications (Strongly desired):
Minimum of 4 years of experience in Information Technology (preferred).
Experience with Internet Of Things (IOT) architecture and cloud-based platforms such as Azure, AWS or GCP.
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.
Solid understanding of Data Privacy and Cybersecurity.
Demonstrate a high level of commitment, user and & customer orientation paired with a solution-oriented and structured approach to your work.
Familiarity with medical device industry processes preferred.
Travel Percentage: 10%Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.