Job Description

As an Associate ProAssure Systems Specialist, you will support the implementation and administration of Stryker’s Vocera Smartbadge solution.  You will be the go-to resource for nurses and clinicians at the customer site to train them on our hands-free communication product.  Your workflow knowledge, people skills and troubleshooting ability help us deliver on Stryker’s mission, to make healthcare better. 

This role will be based at the primary location:

4646 John R St, Detroit, MI 48201

What you will do:

• You will manage multiple Vocera databases; Establish and document processes for maintaining data integrity; Work with clinical departments to keep various database entities current 
• Manage Vocera servers including software updates, OS maintenance, backups, and collaborate with the customer on anti-virus, server monitoring and disaster recovery practices 
• You will manage Vocera devices:  Maintain accurate inventory records, manage the RMA process and spares pool and document all processes 
• Train users to use Vocera effectively; collaborate with the customer to establish, document, and deploy sustainable training processes for new hires, current employees, and refresher training 
• You will provide on-site support for reporting and resolving end user issues, including issues with Vocera equipment, database and training and answer end user questions 
• Provide on-site support for troubleshooting, resolving, and reporting technical issues to the appropriate support organization; Collaborate with Vocera Technical Support and the customer’s support organization to resolve technical issues;
• Maintain clear documentation on status and resolution of issues using Vocera’s chosen case management software 
• Collaborate with the customer to develop and administer end user satisfaction programs, including regular end user satisfaction surveys, per the customer’s guidelines 

What you need:

Required:

• Bachelor's degree required, preference for relevant degree in Nursing, Business or IT. or an additional 6+ years relevant work experience.
• 2+ years clinical or healthcare IT (HIT) experience required
• Must be a US Citizen

Preferred:

• Demonstrated success in delivering excellent customer support 
• Prior experience supporting clinical end users through rounding and training 
• Demonstrated success working with physician and nursing staff 
• Experience with clinical workflow analysis and design 
• Experience with Cisco wireless networks and equipment

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