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Who We Want:

A people leader with proven success managing and developing talent. An individual with the ability to drive accountability and drive cleanup of process workflows for a team of talented Technical Support Coordinators while having the ability to positivity influence change and efficiencies. This individual should have the ability to drive a positive team culture focused on teamwork, accountability, and continuously going above and beyond for our customers and internal business partners

+ Responsible for building and engaging the technical support team to meet and exceed defined performance objectives.

+ Manages technical support schedule to support activities to include opening cases, quoting, accepting PO's, dispatching field service, troubleshooting, and ordering parts.

+ Drives efficiency within the team to ensure the email queue is managed and cases/parts orders are handled in a timely manner.

+ Responsibilities include driving case cleanup of all open support cases in the Communications Technical Support Coordinators names.

+ Provides immediate supervision to a unit or group of employees, allocating tasks and checking work at frequent intervals. Manages semi-skilled and skilled employees.

+ Running spot audits on case creation, parts orders, and dispatching work orders to ensure proper process flow.

+ Manages personnel issues including but not limited to vacation approvals, timecard approval, daily and weekly overtime, hiring, and training.

+ Creates assignments in the form of objectives with goals and the process by which to meet goals.

+ Provides direction to employees according to established policies and senior management guidance.

+ Directly manages customer and sales expectations.

+ Administers Company policies that directly affect subordinate employees.

+ Interacts daily with Field Service Team and/or functional peer groups.

+ Recruits, interviews, and selects personnel to ensure efficient operation of the field service functions with a specific area.

+ Drives team’s efficiency gains through process improvement projects as assigned by senior management.

+ Responsible to comply with documentation procedures and standards.

+ Trains and develops new hire technical support personnel.

+ Resolves problems and escalations related to technical support brought to them by their subordinates, peers, and manager(s)

+ Interacts with customers about post market surveillance activities.

+ Responsible for compliance with standard written procedures and quality documentation of company policies and documentation of the Technical Support department.

+ Work on projects relating to the Technical Services department.

+ Other duties as assigned by manager.

+ Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

Physical requirements

+ Must be able to review printed materials.

+ Must have demonstrated fine motor skills.

+ Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.)

Mental requirements

+ Prompt communication and updates to subordinates, customers, and our internal business partners is a MUST.

+ Effective reading and writing skills.

+ Must be able to improvise based on environmental/infrastructure needs.

+ Must be able to complete detailed documentation accurately.

+ Must be able to identify issues outside scope of project and refer to appropriate individuals.

+ Must demonstrate critical thinking skills to solve customer and sales related problems.

+ Must be able to review printed materials.

+ Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.).

+ Must have extensive knowledge of product offerings.

Skills/experience required

+ 3-5 year Installation, Service, or technical support experience with Stryker Communications or 5+ years industry experience with focus on leadership in technical support and/or customer service.

+ 1-2 years' experience in people leadership with direct reports.

+ Beyond Effective interpersonal skills.

+ Beyond Effective written and oral communication skills.

+ Good judgment with the ability to make timely and sound decisions.

+ Leadership/supervisory skills.

+ Ability to manage priorities based on customer need and urgency

+ Ability to delegate responsibilities and drive positive change to subordinates.

+ Computer literate.

+ Good math and technical writing skills.

+ Excellent problem-solving skills

+ Utilizes the following equipment: computer, calculator, telephone, measurement and testing equipment.

+ Proven ability to recruit and retain talent.

+ Previous supervisory experience desirable

Education/training required

+ Bachelor’s Degree preferred

**$87,600** **- $186,700** 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.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, 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. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.

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.