Technical Sales Support Engineer, Robotics Digital Support

Stryker - Fort Lauderdale, FL

Full-time

Fort Lauderdale, FL

Merchant Wholesalers, Durable Goods

About the position

The Technical Sales Support Engineer for Robotics Digital Support plays a crucial role in assisting Sales and Marketing efforts for Stryker's Connected Q, Connected Mako products, and the Stryker Health Cloud platform. This position serves as a subject matter expert, managing relationships with various stakeholders and ensuring effective communication and support during pre-sales and pre-installation activities. The role involves technical demonstrations, customer IT security surveys, and coordinating connectivity for Stryker's systems, ultimately enhancing customer experience and product implementation.

Responsibilities

• Promotes Stryker Connected Q/Mako and connectivity products as the subject matter expert to the customer.
• Serves as the primary liaison from Robotics Customer Care to Engineering and Product Development teams.
• Completes security/risk management surveys required by the customer in a timely manner.
• Assists customers with network planning and evaluation for Stryker minimum system requirements.
• Collaborates with Stryker DRE staff to maintain customer-facing documentation for Connected Q/Mako.
• Addresses wired and wireless networking problems and finds solutions for field issues and trends.
• Collects information necessary to establish Connected Q/Mako connectivity, including IP address, WIFI network, internet speed, and password changing cadence.
• Establishes and maintains a connectivity checklist for customer implementation.
• Maintains a solid understanding of the Mako surgical procedure workflow.
• Represents the voice of the customer in product development sessions and gate reviews.
• Works cross-functionally to provide technical content to Customer Care operations and self-help initiatives.
• Guides customers and Customer Care personnel to resolve advanced product and implementation issues.
• May assist in the preparation and operation of trade shows, conventions, and clinical meetings.
• Develops an understanding of various software solutions across Stryker corporation.
• Interacts with customers regarding post-market surveillance activities.
• Performs 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 Technical degree required.
• 4 years of related work experience required.
• Expert command of all assigned products and ability to disseminate knowledge to customers.
• Familiarity with HIPAA, Patient Health Information, FDA Cybersecurity, and Data Privacy laws.
• Extensive experience with common IT security protocols and 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 and relationship-building skills.
• Excellent analytical and organizational skills.
• Excellent oral and written communication skills.
• Excellent presentation skills, including the 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.