Critical Situation Manager (Hybrid)

As our Critical Situation Manager, you will be the primary point of contact accountable for critical customer situations. This is a critical role within the Technical Support Organization, working internally with our Support, Services, Sales, R&D, and Product Management teams, as well as externally with customers to coordinate and drive the required resolution of critical issues. You will intervene and drive an effective Stryker response, gathering information, enlisting the assistance of the appropriate parties, and managing resolution of customer issues. You will also assist Stryker by gathering data regarding customer issues which is then provided to the various stakeholders and used for continuous improvement. Open to fully remote for exceptional candidates who do not live near a major Stryker location.

Who We Want

Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.

What You Will Do

• You will act as the primary point of contact during critical customer situations.
• Responsible for managing high-impact cases for all customers on the Critical Case List
• Mapping all customer and partner points of contact and their role in the case
• Support in setting and resetting customer expectations on status and timelines.
• Obtaining the commitment of Engineering, Product, Support and Services leadership to dedicate the agreed-upon resources to the resolution of the case.

• Develop accurate problem statements associated with a critical case, as well as accurately convey technical status and details to stakeholders.
• Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
• Ability to apply technology and problem resolution solutions to post-case analysis, driving ongoing improvement for customers and Stryker.

What You Need

• BS in a technical field or business or 6+ years of additional relatable work experience
• 8+ years work experience required, preferably in an Enterprise Software Support organization in the capacity of Escalation Management, Critical Situation management, Customer Success, Customer Advocacy or Incident management.
• Experience in critical/crisis situation management or technical project management preferred.
• Experience leading major Enterprise incidents using escalation Management guidelines to engage support, pre-sales managers, engineering teams and other teams …