Field Technical Services Specialist – Onsite & Remote

Stryker; Houston (TX); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401(k) plan and ESPP

Job summary

ProAssure Technical Services Specialist at Stryker provides tactical technical sustainment and customer enablement for software and hardware solutions in a healthcare setting. Primary work location is 6565 Fannin Street, Houston, TX 77030, with potential onsite and remote support across the US.

You will troubleshoot, configure, and remediate across software, hardware, and network layers; perform site assessments; collect diagnostics; and collaborate with IT, clinical teams, and R&D to improve

Qualifications

• Bachelor’s in Computer Science, Engineering, or related field or 6+ years of relevant work experience in lieu.
• Minimum 4 years experience in network services for healthcare organizations.
• Demonstrated experience troubleshooting software, hardware, network connectivity, and integrated technology solutions
• Experience working directly with customer IT, operational, or clinical teams in a healthcare environment
• Demonstrated ability to identify root causes, perform structured troubleshooting, and determine appropriate escalation paths
• Experience creating technical documentation, standard work, troubleshooting guides, or training materials
• Demonstrated success delivering customer service and technical training to end users and customer support personnel
• Ability to travel up to 25% within the US, including frequent local travel between customer sites within a designated geographic area

Responsibilities

• Provide onsite and remote technical support for ProAssure software and hardware solutions, including deployment, sustainment, remediation, and routine service activities.
• Perform structured troubleshooting and issue identification with customer end users and support personnel; determine whether issues are related to user operation, configuration, connectivity, hardware, or software.
• Conduct device and site assessments including connectivity and VLAN settings, device counts, naming conventions, software and firmware versions, mounting and placement, cabling, HDMI connections, power, and display configuration.
• Perform defined technical remediation activities including power resets, configuration changes, device reprovisioning, device swaps, and other approved service procedures; initiate RMA processes when hardware defects are confirmed.
• Collect and package relevant diagnostic data including system logs, performance data, packet captures, and other technical information to support Technical Support and R&D troubleshooting, root cause analysis, and issue resolution.
• Execute regression and validation testing following software updates, configuration changes, device swaps, and other technical changes to confirm expected solution behavior and identify unresolved issues.
• Partner with customer IT, operational, and clinical teams to build technical knowledge, provide hands on instruction, develop practical troubleshooting and support guidance, and reinforce appropriate issue identification, triage, and escalation practices.
• Collaborate with Technical Support, R&D, Customer Success, and other Stryker organizations to

Skills

Structured troubleshooting

Customer service

Technical documentation

Training end users

Travel up to 25%

Education

Bachelor's in Computer Science or Engineering

6+ years experience in lieu of degree

Tools

MS Office (Excel)

Case management systems

Job description

ProAssure Technical Services Specialist at Stryker provides tactical technical sustainment and customer enablement for software and hardware solutions in a healthcare setting. Primary work location is 6565 Fannin Street, Houston, TX 77030, with potential onsite and remote support across the US.

You will troubleshoot, configure, and remediate across software, hardware, and network layers; perform site assessments; collect diagnostics; and collaborate with IT, clinical teams, and R&D to improve