Job Title: Product Support Specialist - Robotic & Manual, Royal Tunbridge Wells
Location:
Royal Tunbridge Wells, United Kingdom
Job Category:
Customer Service
Job Reference:
41a8feb6da27
Job Views:
8
Posted:
26.04.2025
Expiry Date:
10.06.2025
Job Description:
Work Flexibility: Field-based
Provide clinical product support to all end users and provide on-site guidance and assistance during surgical procedures. Provide training, ongoing in-services, and customer education to assigned account(s). Provide feedback on product design to improve performance and customer satisfaction.
1. Provide surgeons and operating room staff with training and Clinical/Technical support in the operation of the company's robotic arm applications, associated equipment and instruments to ensure ideal placement and precision.
2. Use proprietary software to prepare pre-operative CT scans for use with the company's RIO/Robotic Arm Interactive Orthopaedic System, assisting surgeons in preoperative implant planning, sizing, and positioning.
3. Provide complete reports and metrics to management and regulatory departments, detailing case reviews, services performed, and recommendations for product and process improvements. Maintain and control local MAKO equipment, inventories, and process sales orders, providing forecast input to the District Sales Manager.
4. Support company road-show demonstrations and 'Showsite' visits to showcase product in use and its clinical value.
5. Train physicians and hospital personnel, including OR staff, radiology, and sterile processing on the use of the RIO System, accessories, disposables, and implants.
6. Provide prompt and accurate complaint reports in accordance with Mako’s quality system.
7. Solve product problems for customers efficiently.
8. Provide case coverage at unassigned accounts.
9. Support the development and execution of the sales plan, increasing the utilization of the RIO system by engaging current and potential surgeons.
10. Actively promote the clinical benefits of the products and build strong relationships with key surgeons and OR staff.
11. Collaborate with Sales and Marketing teams to increase public awareness.
12. Obtain purchase orders and manage inventories of company products.
13. Support manual and revision cases, and manage key account relationships.
Qualifications:
* High School diploma; Bachelor’s Degree in business or a related technical field preferred.
* Demonstrated ability to use office technology (ERP systems, Microsoft Access, Excel, Word).
* Preferably 2+ years’ experience in sales and/or technical environments within healthcare.
* Knowledge of customer service principles and business administrative procedures.
* Strong problem-solving, interpersonal, and communication skills.
* Ability to analyze specifications and assist customers with compliant product selections.
* Detail-oriented with a travel requirement of approximately 70%.
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