Process Improvement Support Manager

Hybrid or Onsite

Why Technical Support at Stryker

At Stryker we are dedicated to improving lives with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated intelligent communication for mission-critical workflows in healthcare hospitality energy retail and other mobile work environments. Vocera Communication solutions are installed in more than 1300 organizations worldwide. We are headquartered in San Jose Calif. We are proud to be named one of the Worlds Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! As a Support Process Manager at Stryker you will be working with cross-functional teams including Product Engineering Customer Excellence Information Technology and one or more external vendor teams to create process changes and this role the individual will help develop and redesign initiatives and processes for key Customer Support functions to drive business goals objectives and programs by analyzing data and evaluating key business components to assess current performance this role the individual will evaluate and update current practices on a continuous basis; consulting with cross-functional teams including quality and regulatory teams to get alignment on improvement solutions and meet compliance; Work with our Support Process Excellence team to help identify opportunity areas where process management and reengineering can significantly impact efficiency and quality of support to help drive improvement to customer satisfaction.
Help define and document support processes to deliver optimum customer and support delivery experience and help deliver on all targets such as Customer Satisfaction Quality Productivity Response & Resolution times.
Continuous maintenance and optimization of support processes including phone email technical and service bulletins CRM workflows (SFDC) and workforce management.
Develop and maintain new and existing documentation of support procedures business guidelines checklists templates etc. Represent Customer Support and interface effectively with cross-functional teams and customers.
Participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies workflows and performance standards.
Deliver these strategic initiatives and improvement through change management effectively engaging stakeholders and clearly communicating process changes to impacted audiences.
Collaborative development of business requirements to satisfy business objectives customer enablement and Technical Support Engineer impact
Participate in internal and external business process audits maintaining accurate documentation and evidence to ensure ongoing compliance with regulatory and operational standards.
8 years of overall experience in technical support.

• 3 Experience in Process design/modelling.
• Bachelors Degree preferably in a technical discipline.
• Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce).
• Solid understanding of all Support Processes to deliver world class 24x7 customer support experience. This includes processes like Case Handling Case Reviews Follow-the-sun escalation processes 3rd party support processes CSAT/DSAT Reviews Global queue management escalations language support plus more.
• Experience in change management with strong presentation and communication skills to effectively engage stakeholders and clearly convey process changes to impacted audiences.
• Experience in use of or defining support processes in a Software Technology and/or SAAS company like SFDC ServiceNow Zendesk etc.
• Strong familiarity with one or more of the Business Process Modeling tools like SIPOC Value Stream Mapping MS Visio & Lucid Chart.
• Ability to identify risks and dependencies and put in place plans to mitigate them.
• Experience in business process audits experience in BSI external audits advantageous.
• Travel Percentage: 10%