Job Description
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
* Stryker Citizen: Always demonstrates outstanding ethics. Treats customers and employees with respect and represents the company in the best possible light.
* Knowledge: Communicates essential benefits of products and their clinical applications.
* Customer Service: Acts with integrity and reactively 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, understands the importance of relationships in selling, uses open questioning techniques to ascertain customer needs and has good working knowledge of key brands to open opportunities for the sales team to sell. Uses customer troubleshooting opportunities to grow and protect the business.
* Commercial Awareness: Understands that multiple stakeholders exist in the decision‑making process and asks appropriate questions to identify stakeholders.
* Discretion/Latitude/Impact: Work is closely supervised, with specific direction from more experienced staff. Keeps supervisor informed regularly on status of work. Failure to achieve results can normally be overcome without serious effect on revenue or budget.
* Achieves sales results in line with the annual sales target and KPI metrics.
* Plans, prioritizes, and executes required activities and customer support.
* Segments the sales area and focuses on expansion of existing customers, as well as support for growing customers together with the Sales Team.
* Supports/maintains existing customers to maintain satisfaction/quality and collaborates with the Sales Team and other departments.
* Develops short‑ and medium‑term strategies in collaboration with the customer to secure/strengthen the Stryker position.
* Maintains good communication and negotiation on an equal footing with customers using reasonable and appropriate methods to ensure a profitable and sustainable relationship.
* Observes market trends to strengthen own position and continually analyzes the responsible area.
* Addresses challenges with the customer and develops solutions with support of RSM/Sales Team.
* Participates in in‑house meetings to discuss organizational, development, and business issues and enhances relevant knowledge and skills.
* Administrates IT‑based customer database/CRM tool.
Clinical/Technical Expertise
* Serves as front‑line clinical and technical support to surgeons and hospital staff before, during, and after surgical procedures.
* Trains and guides surgeons and hospital staff in the use of Stryker’s Mako robot, including set‑up, breakdown, and related intra‑operative activities, ensuring precise and successful outcomes.
* Uses proprietary software to prepare pre‑operative CT scans for assigned cases and assists surgeons in pre‑operative implant planning, sizing, and positioning.
* Troubleshoots and solves technical issues related to the robot independently or escalates matters appropriately.
* Partners with Field Service team to ensure technical issues are resolved and maintenance delivered.
* Builds knowledge of Stryker implants and instrumentation and masters the robot and its different applications to become a trusted “go‑to” for all case coverage types (robotic and manual).
* Educates surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
* Completes Mako 101 and 201 training for all robotic‑assisted surgery applications and obtains certification for each application needed to perform independent case coverage.
* Completes JR 101 and 201 training and develops an understanding of all basic manual procedures.
* Develops ability to competently cover complex primary and revision hip and knee procedures.
Key Talents / Skill Requirements
* Excellent communication skills with proficiency in spoken and written English.
* Outgoing, persuasive manner and ability to deal with people who hold differing beliefs or values.
* Confidence and persistence.
* Patience and self‑motivation.
* Analytical and planning skills.
* Flexible approach to work to adapt to changes.
* Strong teamwork and networking skills.
* Commercial and business awareness.
* Valid driving license.
* Ability and self‑confidence to meet the customer on an equal footing to discuss medical and economic issues.
* Sales skills – challenges the customer.
* Assertiveness.
* Service and solution oriented.
* OR experience.
* Learning skills – ability to apply new skills at any time and open to new ideas.
* High self‑organization (self‑employment: high self‑organization skills).
* Willingness to travel.
* Positive attitude, a "can do" solution orientated approach to succeed.
* Self‑motivated; takes ownership of work.
* Collaborative partner; builds and leverages relationships to bring together ideas, data, and insights to drive continuous improvements and secure wins within own team as well as other teams/functions across the business.
* Teamwork is an integral part of this role.
* Goal orientated; thrives in a fast‑paced environment by ensuring goals are achieved while keeping the patient/customer and their requirements squarely in focus. We want people who deliver safe and robust solutions.
* High ethics and integrity; works in the right way – a fundamental building block of Stryker’s vision of being the most admired company in healthcare.
#J-18808-Ljbffr