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Product Support Specialist, Northallerton
Client:
Location:
Northallerton, United Kingdom
Job Category:
Customer Service
EU work permit required: Yes
Job Reference: da725111bc6e
Job Views: 5
Posted: 05.05.2025
Expiry Date: 19.06.2025
Job Description:
Work Flexibility: Field-based
To grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimizing customer service, growing existing accounts through technical expertise.
The Product Support Specialist – Manual & Robotic provides clinical product support to end users along with guidance and assistance during Mako surgical procedures.
Essential Duties & Responsibilities:
* Demonstrate outstanding ethics, treat customers and employees with respect, and represent the company positively.
* Communicate essential benefits of products and their clinical applications.
* Act with integrity and deliver on commitments within required timescales.
* Construct a basic business plan with input from mentor/manager; plan daily, weekly, and monthly activities in partnership with mentor and RSM.
* Develop rapport, understand customer needs, and use open questioning techniques to open opportunities for sales.
* Understand stakeholder decision-making processes and ask appropriate questions to identify stakeholders.
* Work under close supervision with specific guidance from experienced staff; keep supervisor informed on work status.
* Achieve sales results aligned with targets and KPIs.
* Plan, prioritize, and execute activities supporting customers.
* Segment sales area and focus on expanding existing customers and supporting growth with the Sales Team.
* Support and maintain existing customer relationships to ensure satisfaction and collaboration.
* Develop strategies with customers to strengthen Stryker's position.
* Communicate and negotiate effectively with customers for sustainable relationships.
* Monitor market trends and analyze the responsible area.
* Address customer challenges and develop solutions with support from RSM/Sales Team.
* Participate in meetings to discuss organizational and business issues and enhance skills.
* Manage customer database/CRM tools.
Clinical/Technical Expertise:
* Provide frontline clinical and technical support during surgical procedures.
* Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot, including setup, intra-operative activities, and troubleshooting.
* Use proprietary software for pre-operative planning and assist in implant planning and sizing.
* Partner with Field Service to resolve technical issues and ensure maintenance.
* Build knowledge of implants and instrumentation, mastering robotic and manual procedures.
* Educate staff on clinical benefits and best practices of the robot.
* Complete necessary training and certification for robotic-assisted surgeries and manual procedures.
* Develop ability to cover complex procedures confidently.
Key Talents / Skill Requirements:
* Excellent communication skills in English.
* Outgoing, persuasive, confident, and persistent.
* Patience, self-motivation, analytical skills, and adaptability.
* Strong teamwork, networking, and commercial awareness.
* Valid driving license and willingness to travel.
* Ability to discuss medical and economic issues confidently with customers.
* Sales-oriented, assertive, service and solution-focused.
* Experience in OR is preferred.
* Quick learner, self-organized, positive attitude, and ownership of work.
* Ability to build relationships and work collaboratively across teams.
* Goal-oriented, ethical, and integrity-driven.
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