Client Systems Engineer

Work Flexibility : Hybrid or Onsite

Position Description : Vocera, now a part of Stryker, is looking for a Client Services Engineer (CSE). Your mission will be to provide dedicated services and support to help doctors, nurses, clinical staff, IT organizations, and system administrators deliver extraordinary patient care using Vocera solutions. You will be working in a dynamic, fast-paced, collaborative environment in the post-deployment phase of the customer lifecycle. You will use your technical expertise to investigate issues, research solutions, create win-win outcomes, and deliver excellent customer service via telephone and email. You will work in partnership with clinical leads to implement and optimize solutions providing high-quality, high-value, end-user experiences.

As a CSE, you will provide remote services to customers around the world. Due to the geographic diversity of our customer base, work schedules are assigned between 6 am to 6 pm Pacific Time. This position reports to the Supervisor, Client Services.

Responsibilities

• You will perform system upgrades and database rebuilds for all Vocera platform solutions; this includes architecting, planning, project management, implementing, documenting, and testing services.
• Copiously document customer information and activity in upgrade case notes and project documentation repositories.
• Lead customer communication, coordinating project timelines, assuring timely status updates and issue resolution.
• Tackle problems for customer environments for optimal system uptime.
• Develop and document standard practices and processes, authoring knowledge-based articles for internal and external use.
• Review product documentation before new releases, knowing the latest on Vocera products and solutions.
• Collaborate within the company, escalating issues and engaging others to solve hard problems.
• Collaborate with Sales, Professional Services, Technical Support, and Engineering teams.
• Provide formal and informal training to customers and partners.
• Perform and deliver system health reports and report product defects and improvement requests.
• Follow QA standard methodologies and be the advocate for a structured and well-designed QA approach.

Competencies

Requirements

Travel Percentage : 10 PERCENT

Locations : Karnataka, Bengaluru #78, 7th Floor