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Associate Manager, Customer Care Process and Technology Leader

2 months ago

Portage, Michigan, United States Strykermeded Full time

About Strykermeded

Strykermeded is a leading medical technology company 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.

Job Summary

We are seeking an experienced Associate Manager, Process and Technology to join our Global Customer Care (GCC) team in Instruments. The successful candidate will be responsible for leading a team of System Administrators responsible for the support of multiple technology platforms, including ServiceMax, Sales Force, and SAP.

Key Responsibilities

  • Act as a subject matter expert for GCC systems focusing on service, supporting the GCC strategy and enabling business results.
  • Lead a group of System Administrators responsible for the support of multiple technology platforms, including ServiceMax, Sales Force, and SAP.
  • Ensure periodic system releases are planned and executed by the team through test script creation, execution of test scripts, creation and delivery of training materials, and participation in hypercare.
  • Collaborate with functional leaders to ensure systems are meeting the needs of the users, as well as with IT to identify requirements, change impacts, and develop plans that support successful upgrades and deployments.
  • Execute the Talent Offense for this team, developing, engaging, and aligning the team, and attracting talent as the group grows.

Requirements

  • Bachelor's degree required.
  • 6+ years of relevant experience required.
  • Strong understanding of Technology systems (SAP, ServiceMax, Power BI, preferred).
  • Ability to work independently with minimal supervision.
  • Demonstrate a level of critical thinking, analytical skills, and attention to detail.
  • Able to develop solutions based on best practices and customer feedback.
  • Demonstrate an ability to build trusted relationships.
  • Possess problem-solving skills and a sense of urgency to drive great results.
  • Demonstrate effective written, verbal, and interpersonal communication skills.
  • Experience in people leadership or mentorship preferred.

About Strykermeded

Strykermeded is a global leader in medical technology, committed to making healthcare better. We offer a range of innovative products and services 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.