Technical Customer Support Specialist (Hybrid) - Minnesota, Bloomington 10801 Nesbitt Avenue South

Work Flexibility: Hybrid

The Technical Customer Support Specialist provides hardware and/or software support for the Blueprint Mixed Reality program, including delivering customer, commercial, and logistics support for the integration of Stryker’s HoloLens with surgical software. Our platform enables surgeons to utilize 3D reconstructions derived from a patient's CT scan images for the strategic planning and procurement of patient-specific tools, facilitating complex surgical procedures.

Primary work location 3 days per week: Minnesota, Bloomington 10801 Nesbitt Avenue South

Who we want:

Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

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

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

What you will do:

•    You will manage Digital Asset Database creation; Create and maintain service and support work instructions and SOPs, product security requirements and methods of deployment

•    Management of digital support ticketing and tracking process to align with Medical Device History practices. Conduct Blueprint software upgrade support

•   Troubleshoot and coordinate device deployments including loaners where required including performing quality control of new device kits and connectivity validation/configuration before sent to customer/Sales Rep

•    Troubleshoot equipment returned from being in use with either repaired equipment sent back to a customer or working with vendor for repair/replacement.

•  You will assist in setting up deliveries of finished product to the field, maintaining  confidentiality regarding proprietary, sales, confidential company information, and patient data.

 What you will need:

• Bachelor’s degree or 6+ years of additional relevant experience

• 2 years of experience; customer management or technical support preferred

• Experience with software troubleshooting and PACS (Picture Archive Communication) preferred.
• Experience with InTune for device management and HoloLens device management a plus
• Experience with supply chain logistics is preferred

Travel Percentage: 10%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.