**Associate Manager, Customer Care Process and Technology**

**Portage, MI, US**

**COVID-19 vaccination requirements**

Stryker is driven to work together with our customers to make healthcare better. In order to fulfill our commitment as a federal contractor, while focusing on the health and safety of our employees and those that we serve, **Stryker is encouraging US employees as well as all new US employees joining our company to be fully vaccinated against COVID-19.** Today or in the future, vaccination may be a requirement based on the essential functions of the specific role or applicable regulations. page for current vaccination and/or reasonable accommodation requirements and timelines.

We are proud to be named one the Worlds Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards not to mention various social and recreational activities.

The Global Customer Care (GCC) team in Instruments is seeking an Associate Manager, Process and Technology who wants to be part of a market-leading company. The GCC team provides repairs and services for Stryker products in the US and around the world. This role focuses on the technology and process that support GCC customers internally and externally.

**Who we want**

* **Managers who drive performance:** People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.

* **Talent developers:** Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.

* **Effective communicators:** People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.

* **Analytical problem solvers**: People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

**What you will do**

The Associate Manager, Process and Technology acts as a subject matter expert for GCC systems focusing on service. The role will support the GCC strategy, enable business results and develop a high performing team.

The Associate Manager leads a group of System Administrators responsible for the support of multiple technology platforms including but not limited to ServiceMax, Sales Force and SAP. Support includes triaging and resolving system issues identified by internal users which may require partnership with IT. In addition, this role ensures 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.

Strategically, the Associate Manager collaborates 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.

The Associate Manager is responsible for executing the Talent Offense for this team. Developing, engaging and aligning the team is vital. Attracting talent will also be key as the group grows.

Additional responsibilities:

* Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles.

* Coordinates the activities of System Administrators across multiple software systems and completing priorities

* Sets performance objectives and evaluates the performance of the team based on objectives

* Coach team members

* Responsible for direct reports complying with company policies and corrective actions

* Will submit periodic reports on areas of responsibility

**What you need**

* Bachelors degree required

* 6 years relevant experience required

* Strong understanding of Technology systems (SAP, Salesforce.com, 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

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at

**About Stryker**

Stryker is one of the worlds 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 Worlds Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting

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**Date posted:** February 11, 2022

**Job ID:** R468778

**Job category:**

**Primary location:** Portage, MI, US

**Employee type:** Full time

**Relocation:** No

**Work Flexibility:**

**Travel:** 10%

Portage

MI

US

Job Posting Location