Manager, Technical Support

2 weeks ago

Kalamazoo, United States Stryker Full time
Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need



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

Position Description: As a Manager in the Technical Support organization, you will lead a team to respond to technical challenges and inquiries from end-users. While providing the best possible experience for our customers, you will drive performance improvement to hasten resolution or reduce issues through prevention and knowledge. You are inquisitive, customer focused, process oriented, take the initiative to creatively solve problems, and interested in a variety of technologies. 

Successful candidates thrive in engaging with customers, collaborating with colleagues, and mentoring others. Hours may vary from 8am to 10pm IST with a rotating on-call responsibility as an escalation point after hours, on weekends and holidays as needed. This role reports to the Director, Technical Support. Remote flexibility is available for exceptional candidates who are not located near a major Stryker location.

Who we want: 

Goal-oriented developers: People who offer strategic direction to cutting-edge systems and develop innovative ideas into reality. 

User-focused creators: People who keep the customer and requirements squarely in focus, while delivering exceptional network solutions. 

Collaborative partners: People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.

What you will do:

You will lead a high performing organization to provide proactive support to customersChampion customer issues within the organization to build the best customer experience to define and build the way we deliver supportDirectly engage with customers on high profile and critical issues ensuring world-class supportServe as a liaison between Technical Support and Engineering, ensuring an escalation process is effective and efficient, including coordination with external partnersBuild effective teams through high quality hiring, employee engagement, resource allocation and creating a continuous learning environmentLead efforts to identify performance metrics and ways to continuously improve Assist in the development and delivery of training for internal and external stakeholdersLead and report the prioritization of product defects and enhancement requestsContinuously identify trending critical issue root causes and partner with other departments to mitigate and eliminate the source of issue

What you need:

Bachelor’s Degree in technical field or additional 6+ years equivalent experience8+ years of experience in IT, technical account management or as a support professional for multiple product lines in enterprise software or cloud technologies2+ years building and leading technical support teamsAdvanced MS Office skills, including Word and ExcelUnderstanding of Support best practicesBasic understanding of software development processes and methodologiesBackground in process execution and instructionExperience utilizing a CRM and bug tracking systems, Salesforce and Atlassian preferredHealthcare industry experience preferred

#IND1

About Stryker

Our benefits:

12 paid holidays annually

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.

For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits

About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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 130 million patients annually. More information is available at 

Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page

Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.

  • Field Technical Support Representative

    2 weeks ago

    Kalamazoo, United States ApTask Full time

    Field Technical Support Representative Location: Kalamazoo, MI Contract Who are we looking for? A 3+ years experienced Field Technical Support representative. Technical Skills: Provides on-site client facing support; including installation, servicing, and repairing systems. Quality checks operational status of system equipment before...

  • Field Technical Support Representative

    4 weeks ago

    Kalamazoo, United States ApTask Full time

    Field Technical Support Representative Location: Kalamazoo, MI Contract Who are we looking for? A 3+ years experienced Field Technical Support representative. Technical Skills: Provides on-site client facing support; including installation, servicing, and repairing systems. Quality checks operational status of system equipment before...

  • Technical Support Representative

    1 week ago

    Kalamazoo, United States IPS Corporation Full time

    Job Title**: Technical Support Representative** Business**: Diversified Products** Location**: Raybend - Kalamazoo** **About the Company**: IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic...

  • Technical Support Representative

    1 week ago

    Kalamazoo, United States RAYBEND CO IPS Corporation Full time

    **About the Company**: IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies. Today, IPS, with its three operating companies, has eight manufacturing plants and nine...

  • Staff Technical Support Engineer

    2 weeks ago

    Kalamazoo, United States Stryker Full time

    Work Flexibility: Hybrid Position Description: As a Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Styker's Vocera solutions are properly and effectively deployed. You will use your technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via...

  • USA-Field Technical Support Rep-2

    2 weeks ago

    Kalamazoo, United States Pyramid Consulting Full time

    Immediate need for a talented Desktop Support. This is a 06+ Months contract opportunity with long-term potential and is located in Kalamazoo, MI (Onsite). Please review the job description below and contact me ASAP if you are interested. Job ID: 24-21905 Pay Range: $22 - $24/hour. Employee benefits include, but are not limited to, health insurance...

  • USA-Field Technical Support Rep-2

    4 weeks ago

    Kalamazoo, United States Pyramid Consulting Full time

    Immediate need for a talented Desktop Support. This is a 06+ Months contract opportunity with long-term potential and is located in Kalamazoo, MI (Onsite). Please review the job description below and contact me ASAP if you are interested. Job ID: 24-21905 Pay Range: $22 - $24/hour. Employee benefits include, but are not limited to, health insurance...

  • USA-Field Technical Support Rep-2

    2 weeks ago

    Kalamazoo, United States Pyramid Consulting, Inc Full time

    Immediate need for a talented Desktop Support. This is a 06+ Months contract opportunity with long-term potential and is located in Kalamazoo, MI (Onsite). Please review the job description below and contact me ASAP if you are interested.  Job ID: 24-21905 Pay Range: $22 - $24/hour.  Employee benefits include, but are not limited to, health...

  • USA-Field Technical Support Rep-2

    3 weeks ago

    Kalamazoo, United States Pyramid Consulting, Inc Full time

    Immediate need for a talented Desktop Support. This is a 06+ Months contract opportunity with long-term potential and is located in Kalamazoo, MI (Onsite). Please review the job description below and contact me ASAP if you are interested.  Job ID: 24-21905 Pay Range: $22 - $24/hour.  Employee benefits include, but are not limited to, health...

  • Technical Solutions Consultant

    3 weeks ago

    Kalamazoo, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter. The Opportunity Description We're looking for a Technical Solutions Consultant , working in IT (excluding Telecommunication) industry in Kalamazoo . Key Responsibilities: Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • Technical Solutions Consultant

    3 weeks ago

    Kalamazoo, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter. The Opportunity Description We're looking for a Technical Solutions Consultant, working in IT (excluding Telecommunication) industry in Kalamazoo. Key Responsibilities: Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • Technical Solutions Consultant

    1 month ago

    Kalamazoo, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter. The Opportunity Description We're looking for a Technical Solutions Consultant, working in IT (excluding Telecommunication) industry in Kalamazoo. Key Responsibilities: Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • Technical Solutions Consultant

    1 day ago

    Kalamazoo, Michigan, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter. The Opportunity Description We're looking for a Technical Solutions Consultant, working in IT (excluding Telecommunication) industry in Kalamazoo. Key Responsibilities: Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • Technical Solutions Consultant

    2 weeks ago

    Kalamazoo, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter. The Opportunity Description We're looking for a Technical Solutions Consultant, working in IT (excluding Telecommunication) industry in Kalamazoo. Key Responsibilities: Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • Technical Solutions Consultant

    2 days ago

    Kalamazoo, Michigan, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter.The OpportunityDescriptionWe're looking for a Technical Solutions Consultant , working in IT (excluding Telecommunication) industry in Kalamazoo . Key Responsibilities:Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • Technical Solutions Consultant

    2 weeks ago

    Kalamazoo, United States PSG Global Solutions Careers Full time

    Apply now and our proprietary system will quickly have you in front of a live recruiter. The Opportunity Description We're looking for a Technical Solutions Consultant, working in IT (excluding Telecommunication) industry in Kalamazoo. Key Responsibilities: Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues...

  • IT Support Specialist

    2 weeks ago

    Kalamazoo, United States Creative Financial Staffing Full time

    Position: IT Support Specialist Job Type: Fulltime, Permanent Location: Grand Rapids, MI (Remote 2 days/week) About the Company: A leading provider of IT Services in the Grand Rapids, MI area is seeking a full-time, permanent IT Support Specialist to join their growing team of IT professionals! Here are a few reasons why you should apply: Opportunity to...

  • IT Support Specialist

    2 months ago

    Kalamazoo, United States Creative Financial Staffing (CFS) Full time

    Job DescriptionJob DescriptionPosition: IT Support SpecialistJob Type: Fulltime, PermanentLocation: Grand Rapids, MI (Remote 2 days/week)About the Company:A leading provider of IT Services in the Grand Rapids, MI area is seeking a full-time, permanent IT Support Specialist to join their growing team of IT professionals! Here are a few reasons why you should...

  • Desktop Support

    2 months ago

    Kalamazoo, United States Pyramid Full time

    Manages the onsite delivering of software services, installation and configuration for customer environments. - Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. - Applies basic knowledge of the job skills and company policies and procedures to complete a variety of...

  • IT Support Technician

    3 days ago

    Kalamazoo, United States Planet Fitness Full time

    The IT Support Technician is responsible for supporting day-to-day IT operations in our corporate office and in our retail locations. This position will audit, troubleshoot, diagnose, and preserve the IT standards to provide the highest level of service for our employees and stakeholders. ** Responsibilities** - Set up workstation computers and necessary...