Work Flexibility: Hybrid
About the job:
We are currently seeking an experienced Engineer for our Mako and Enabling Technologies team, focusing specifically on operations within the APAC market. This role is essential in driving the delivery of direct support to all internal and external customers utilizing Stryker’s cloud environment. The ideal candidate will have the expertise to lead and collaborate with the regional and in-market support teams across the region and the global support team. The candidate will ensure that our support processes are tailored to the unique needs of the APAC market and are scalable to align with the rapidly growing business demands in this region. They will provide segmentation support to the APAC markets for time-critical and complex cases. This role is critical to delivering customer experience for Stryker, as a key enabler and front-line providing support to health care providers utilizing Stryker’s cloud platforms.
What you will be doing:
- APAC-Centric Support Leadership: Lead the delivery of high-quality support to users of Stryker’s cloud systems within the APAC region, ensuring consistent and effective regional operations.
- Process Design and Scalability for APAC Market: Collaborate with the Digital Support Manager to develop and implement support processes that are specifically designed for scalability and effectiveness in the APAC region
- R&D Collaboration for APAC-specific Needs: Work closely with the Research and Development team to develop troubleshooting protocols and issue resolution procedures that cater to the unique requirements of the APAC region.
- Regional Team Coordination: Provide leadership to the in-market support team within the APAC region. Ensure that each team member is equipped with the necessary skills and knowledge to provide exceptional support.
- Technology Evaluation and Implementation: Assess and integrate new technologies and innovations that can enhance the efficiency and effectiveness of the support framework within the APAC region.
- Assists with root cause investigations as requested by Department Management.
- Participates in exploratory testing and other engineering verification and validation activities to familiarize with new products and provide input on product improvements, serviceability, and potential customer support occurrences.
- Segments CT Scan Data using specialized software to create 3D Anatomical Bone Models.
- Creates Pre-Operative Surgical Plans for robotically assisted Total Hip and Total Knee Arthroplasty.
- Uploads completed Pre-plans to field based personnel.
- Documents all activities according to prescribed methods and procedures.
- Follows work instructions exactly to deliver consistent output
- Serves as a first line problem solver for technical issues
- Responds to and provide direct customer feedback and requests
- Assists in the training and development of segmentation teams across the APAC region.
- Performs other duties as needed to assist the team.
Who are we looking for:
- Bachelor’s degree in Information Technology, Computer Science/Engineering, Systems Engineering or related Engineering degree
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Minimum of 3 years of experience in Information Technology
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Experience with Internet Of Things (IOT) architecture and cloud-based platforms such as Azure, AWS or GCP
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Experience collaborating amongst multi-disciplinary teams to drive complex troubleshooting, root cause analysis and issue resolution
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Experience with ITIL Service Delivery basic concepts
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Experience assisting with the development of technical support process flows
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Exposure to Data Privacy and Cybersecurity concepts
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Demonstrate a high level of commitment, user and & customer orientation paired with a solution-oriented and structured approach to your work
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Fluent in English, other APAC languages a bonus
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Excellent communication skills with non-native English speakers
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Must be able to understand and work within complex interdivisional procedures and policies
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Demonstrated proficiency in Microsoft Office (Outlook, Excel, Word & PowerPoint).
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Familiarity with medical device industry processes preferred
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Must be able to manage time, projects and stress
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Must possess good interpersonal skills including written and oral communication
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Must be able to bring tasks through to completion with minimal supervision
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Must have the ability to prioritize work and keep detailed and confidential records
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Must possess unwavering ethics & integrity in a competitive and demanding work environment
Travel Percentage: None
