Sales Support Engineer, Robotics Digital Support

Stryker - Miami, FL

Full-time - Mid Level

Miami, FL

Merchant Wholesalers, Durable Goods

About the position

As a Sales Support Engineer-Robotics Digital Support at Stryker, you will play a crucial role in assisting Sales and Marketing efforts related to Stryker's Connected Q, Connected Mako products, and the Stryker Health Cloud platform. This position involves serving as a subject matter expert, managing relationships with various stakeholders, and supporting pre-sales and pre-installation activities to ensure successful product implementation and customer satisfaction.

Responsibilities

• Promotes Stryker Connected Q/Mako and connectivity products by serving as the subject matter expert to the customer.
• Serves as the primary liaison and subject matter expert from Robotics Customer Care on Connected Q/Mako to Engineering and Product Development teams.
• Responsible for accurately completing any security/risk management surveys as required by the customer in a timely manner.
• Assists customer with network planning and evaluation for Stryker minimum system requirements.
• Collaborate with Stryker DRE staff to maintain Connected Q/Mako customer-facing documentation.
• Collaborate on wired and wireless networking problems and find solutions for field issues and trends.
• Collects all information necessary to establish Connected Q/Mako connectivity including, but not limited to, necessary IP address, WIFI network, internet speed, password changing cadence.
• Establishes and maintains Connected Q/Mako connectivity checklist to be utilized during customer implementation to guide activity.
• Maintains a solid understanding of the Mako surgical procedure workflow.
• Represent the voice of customer (VOC) in Connected Q/Mako product development sessions and gate reviews.
• Work cross-functionally to provide technical and product related content to Customer Care operations and end-user self-help initiatives.
• Guide customers and Customer Care personnel to solve or action advanced product and implementation issues.
• May assist in the preparation and operation of trade shows, conventions, and/or clinical meetings.
• Develop an understanding of the various software solutions across Stryker corporation.
• Interacts with customers regarding post market surveillance activities.
• Other duties as assigned by the Senior Manager, Robotics Digital Support.

Requirements

• Bachelor's degree in Information Technology, Computer Science/Engineering, Systems Engineering or related Engineering or Technical degree required.
• 4 years of related work experience required.
• Must have an expert command of all assigned products and be able to disseminate this knowledge to the customer.
• Familiar with HIPAA, Patient Health Information, FDA Cybersecurity, and Data Privacy laws, statutes, concepts and regulations.
• Extensive experience with common IT security protocols/concepts.
• Strong knowledge of computer networking and LAN/WAN architecture, including TCP/IP, LAN, IEEE 802.11 WLAN, and DNS.

Nice-to-haves

• Excellent interpersonal skills and relationship building skills.
• Excellent analytical skills and organizational skills.
• Excellent oral and written communication skills.
• Excellent presentation skills including ability to guide less experienced audiences.
• Demonstrated skills at defusing intense customer situations.
• Minimum 3 years in technology / software or medical device sales.
• CISSP certification desired.

Benefits

• Medical and prescription drug insurance
• Dental insurance
• Vision insurance
• Critical illness insurance
• Accident insurance
• Hospital indemnity insurance
• Personalized healthcare support
• Wellbeing program
• Tobacco cessation program
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• 401(k) plan
• Employee Stock Purchase Plan (ESPP)
• Basic life and AD&D insurance
• Short-term disability insurance