Product Support Specialist Robotic & Manual
4 days ago Be among the first 25 applicants
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:
1. Stryker Citizen always demonstrates outstanding ethics. Treats customers and employees with respect, representing the company in the best possible light.
2. Knowledge: Communicates essential benefits of products and their clinical applications.
3. Customer Service: Acts with integrity and reactively delivers on commitments within the required timescales.
4. Business Planning: Constructs a basic business plan with input from mentor/manager. Daily, weekly, and monthly planning decided in partnership with mentor and RSM.
5. Sales Skills: Develops rapport. Understands the importance of relationships in selling. Uses open questioning techniques to ascertain customer's needs and has good working knowledge of key brands to open opportunities for the sales team. Uses customer troubleshooting opportunities to grow and protect the business.
6. Commercial Awareness: Understands that there are multiple stakeholders in the decision-making process and asks appropriate questions to identify the stakeholders.
7. Discretion/Latitude/Impact: Work is closely supervised, and specific direction provided by 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.
8. Achieve sales results in line with the annual sales target and KPI metrics.
9. Planning, prioritizing, and executing required activities and customer support.
10. Segmentation of the sales area and focus on expanding existing customers and supporting growth with the Sales Team.
11. Support/maintenance of existing customers to maintain satisfaction and collaboration with the Sales Team and other departments.
12. Development of short and medium-term strategies in collaboration with the customer to secure/strengthen Stryker's position.
13. Good communication and negotiation skills to ensure profitable and sustainable relationships.
14. Market observations and analysis of the responsible area.
15. Address challenges with customers and develop solutions (with support of RSM/Sales Team).
16. Participate in in-house meetings to discuss organizational, development, and business issues, enhancing relevant knowledge and skills.
17. Administration of IT-based customer database/CRM-Tool.
Clinical/Technical Expertise:
* Serve as 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 the use of Stryker’s Mako robot, including setup, breakdown, and intra-operative activities to ensure successful surgical outcomes.
* Use proprietary software to prepare pre-operative CT scans and assist in pre-operative implant planning, sizing, and positioning.
* Troubleshoot and resolve technical issues related to the robot independently or escalate appropriately.
* Partner with Field Service team to ensure technical issues are resolved and maintenance is delivered.
* Build knowledge of Stryker implants and instrumentation, mastering the robot and its applications to become a trusted case coverage resource.
* Educate surgeons and staff on clinical benefits and best practices confidently and respectfully.
* Complete necessary training (Mako 101 and 201, JR 101 and 201) to perform independent case coverage.
* Develop ability to cover complex primary and revision hip and knee procedures.
Key Talents / Skill Requirements:
* Excellent communication skills in spoken and written English.
* Outgoing, persuasive, and able to deal with differing beliefs or values.
* Confidence, persistence, patience, and self-motivation.
* Analytical, planning, and flexible approach to work.
* Strong teamwork and networking skills.
* Commercial and business awareness.
* Valid driving license.
* Ability to discuss medical and economic issues confidently with customers.
* Sales skills, assertiveness, service and solution orientation.
* OR experience and learning agility.
* High self-organization skills and willingness to travel.
* Positive, solution-oriented attitude and ownership of work.
* Ability to build relationships and drive continuous improvement.
* Goal-oriented with a focus on delivering safe, robust solutions.
Stryker is a global leader in medical technologies, committed to making healthcare better through innovative products and services in MedSurg, Neurotechnology, Orthopaedics, and Spine, impacting over 150 million patients annually.
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