Work Flexibility: Hybrid or Onsite

Who We Want

Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.

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

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

The Critical Incident Manager (CIM) is the primary point of contact accountable for critical customer situations. The CIM has 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.   The CIM intervenes and drives an effective Stryker response, gathering information, enlisting the assistance of the appropriate parties, and managing the resolution of customer issues. They also assist Stryker by gathering data regarding customer issues which is then provided to the various stakeholders and used for continuous improvement.

Key responsibilities:

• 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
• Facilitate the resolution effort, determining when it is necessary to engage additional resources to achieve a positive outcome
• 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.
• Manage customer and internal communications at an executive level
• Lead and drive communication with customer and Stryker support and engineering teams during conference calls

• Determining the necessary cadence of communication with the customer and ensuring we follow that cadence

• 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
• Comprehensive understanding of all Stryker support, engineering, and related processes

• Deliver timely and high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issue
• Identify, manage, and record critical case trends, Collect and present findings to leaders in the organization
• Continuous improvements in the way that we are working, selling (or setting the customer expectations), delivering, provide services/support to our customers

What You Will Need

• Minimum of 6+ years’ experience in critical/crisis situation management or technical project management, or other relevant experience
• Bachelor’s degree or equivalent years of experience in lieu of degree
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
• Crisis management skills: able to set priorities, multitask multiple workstreams, accurately reflect current state, and drive towards the desired state
• Advanced project management skills, including basic knowledge of Six Sigma techniques and principles
• Experience leading major Enterprise incidents/situations using escalation Management guidelines to engage support, pre-sales managers, engineering teams, and other teams
• Ability to communicate technical information proficiently with internal and external stakeholders, including C-level executives and Engineering leaders.
• The ability to communicate confidently and clearly on conference calls, in meetings, and via email, at all levels of the organization is essential
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Client focus and ownership, use of own initiative, and a proactive approach to work
• Ability to facilitate conversations with large groups of remote people
• Ability to maintain calm during stressful situations
• Ability to translate technical incidents into business terms
• Understands a customer’s technical issue and can assess business impact and articulate and communicate it across multiple groups including executive management
• Prior Experience in an Enterprise Software Support organization in the capacity of Escalation Management, Critical Situation management, Customer Advocacy, or Incident management is highly desirable
• Advanced proficiency in Microsoft Office Applications, including tools and techniques for project management.
• Possess an advanced conceptual understanding of servers, storage, networking, cloud, and virtual technologies

Travel Percentage: 10%