ProAssure Technical Services Specialist

Stryker; Houston (TX); Vor Ort; USD 90.000 - 150.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental and vision insurance

401(k) plan and ESPP

Zusammenfassung

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

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

Structured troubleshooting

Customer service

Technical documentation

Training end users

Travel up to 25%

Ausbildung

Bachelor's in Computer Science or Engineering

6+ years experience in lieu of degree

Tools

MS Office (Excel)

Case management systems

Jobbeschreibung

The ProAssure Technical Services Specialist provides tactical technical sustainment and customer enablement for software and hardware solutions. You will also focus on establishing repeatable technical processes, supporting day to day solution operations, and driving approaches to identify, troubleshoot, and resolve common issues before escalation to Technical Support or R&D teams.

Primary work location is 6565 Fannin Street, Houston, TX 77030

What you will do:

• 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

What you need:

Required:

• Bachelors in Computer Science, Engineering, or related field or in lieu of Bachelors 6+ years of additional relevant work experience
• Minimum 4 years experience in network services for healthcare organizations, including in-depth knowledge of firewalls, VPNs, routing, and switching protocols.
• 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

Preferred:

• Ability to work independently in customer environments and manage multiple technical activities through completion
• Proficiency with MS Office, especially Excel, and experience using case management or service management systems
• Experience with healthcare communication, clinical technology, networking, or connected medical devices is a plus

United States of America Pay Ranges:

• USN: $77,700 - $129,500 USD Annual
• US5: $81,600 - $136,000 USD Annual
• US10: $85,500 - $142,500 USD Annual
• US15: $89,400 - $148,900 USD Annual
• US20: $93,200 - $155,400 USD Annual
• US30: $101,000 - $168,400 USD Annual

View the U.S. work location and transparency guide to find the pay range for your location.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.