Overview
Product Support Specialist – Manual & Robotic at Stryker provides clinical product support to end users and guidance during Mako surgical procedures. The role promotes Hip and Knee products to Orthopaedic Surgeons and aims to optimize customer service and grow existing accounts through technical expertise.
Location: Peterborough, England, United Kingdom
Essential Duties & Responsibilities
* Stryker Citizenship: Demonstrates outstanding ethics; treats customers and employees with respect, representing the company in the best possible light.
* Knowledge: Communicates essential benefits of products and their clinical applications.
* Customer Service: Acts with integrity and delivers on commitments within required timescales.
* Business Planning: Constructs a basic business plan with input from mentor/manager; daily, weekly, and monthly planning decided in partnership with mentor and RSM.
* Sales Skills: Develops rapport; uses open questioning techniques to ascertain customer needs; maintains working knowledge of key brands to open opportunities for the sales team; uses customer troubleshooting opportunities to grow and protect the business.
* Commercial Awareness: Understands multiple stakeholders in the decision‑making process and asks appropriate questions to identify them.
* Discretion/Latitude/Impact: Work is closely supervised with specific direction provided by more experienced staff; keeps supervisor informed on status of work.
* Performance: Achieve sales results in line with the annual sales target and KPI metrics.
* Planning & Execution: Planning, prioritizing, and executing required activities and customer support.
* Account Focus: Segment the sales area and focus on expanding existing customers, as well as supporting growth with the Sales Team.
* Customer Support: Maintain customer satisfaction/quality and collaboration with the Sales Team and other departments.
* Strategic Development: Develop short and medium-term strategies with customers to secure/strengthen Stryker’s position.
* Communication & Negotiation: Exhibit good communication and negotiation on an equal footing to ensure profitable and sustainable relationships.
* Market & Issue Management: Conduct market observations and analysis; address challenges with customers and develop solutions with support from RSM/Sales Team.
* Meetings & Knowledge: Participate in in-house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills.
* Administration: Manage IT-based customer databases/CRM tools.
Clinical/Technical Expertise
* Provide front-line clinical and technical support to surgeons and hospital staff before, during, and after surgical procedures.
* Train and guide surgeons and hospital staff in using Stryker’s Mako robot, including setup, breakdown, and intra-operative activities to ensure precise outcomes.
* Use proprietary software to prepare pre-operative CT scans and assist in pre-operative implant planning, implant sizing, and positioning.
* Troubleshoot and resolve technical issues related to the robot; escalate as appropriate.
* Collaborate with Field Service to ensure issues are resolved and maintenance is delivered.
* Build knowledge of Stryker implants and instrumentation and master the robot across applications to be a trusted coverage resource.
* Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence and professionalism.
* Complete Mako 101 and 201 training for robotic applications and obtain certification for each application needed for independent case coverage.
* Complete JR 101 and 201 training and develop understanding of basic manual procedures.
* Develop ability to competently cover complex primary and revision hip and knee procedures.
Key Talents / Skill Requirements
* Excellent communication skills in spoken and written English.
* Outgoing and persuasive demeanor with the ability to engage diverse stakeholders.
* Confidence, persistence, patience, and self-motivation.
* Analytical and planning abilities; flexible to change.
* Strong teamwork and networking skills; commercial and business awareness.
* Valid driving license.
* Ability to discuss medical and economic issues with customers on equal footing.
* Sales skills and assertiveness; service and solution orientation.
* Operates with OR experience; strong learning capability and openness to new ideas.
* High self-organization; willingness to travel.
* Positive, solution-oriented attitude focused on patient/customer needs; ownership of work; collaboration across teams.
* Commitment to high ethics and integrity as a foundation for success.
Stryker is a global leader in medical technologies, offering products and services across MedSurg, Neurotechnology, Orthopaedics, and Spine to improve patient and healthcare outcomes.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Other
Industries
* Appliances, Electrical, and Electronics Manufacturing; Industrial Machinery Manufacturing; Medical Equipment Manufacturing
Note: This posting reflects version maintained for job description purposes. Referrals increase your chances of interviewing at Stryker.
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