Product Support Specialist Robotic & Manual
Stryker Middlesbrough, England, United Kingdom
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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 the benefits of products and their clinical applications.
* Act with integrity and deliver on commitments within required timescales.
* Construct basic business plans with input from mentors/managers and participate in daily, weekly, and monthly planning.
* Develop rapport with customers, understand their needs, and utilize open questioning techniques to identify opportunities.
* Understand stakeholder decision-making processes and ask appropriate questions.
* Work under close supervision, keep supervisors informed, and achieve results that impact revenue and budgets minimally.
* Achieve sales targets and KPIs, plan and prioritize activities, and support customer expansion and retention.
* Support existing customers to maintain satisfaction and collaborate with the sales team and other departments.
* Develop strategies with customers to strengthen Stryker’s position.
* Communicate effectively and negotiate to maintain profitable, sustainable relationships.
* Conduct market observations and analyze your area to inform strategies.
* Address customer challenges and develop solutions with support from the RSM/Sales team.
* Participate in organizational meetings to enhance knowledge and skills.
* Manage customer data using IT-based CRM tools.
Clinical/Technical Expertise:
* Provide front-line clinical and technical support during surgical procedures.
* Train surgeons and hospital staff in the use of Stryker’s Mako robot, including setup, intra-operative activities, and troubleshooting.
* Assist in pre-operative planning using proprietary software.
* Resolve technical issues independently or escalate appropriately.
* Collaborate with Field Service to ensure maintenance and technical resolutions.
* Build knowledge of implants, instrumentation, and robotic applications to become a trusted resource.
* Educate staff on clinical benefits and best practices confidently and respectfully.
* Complete required training and certification for robotic and manual procedures.
* Develop the ability to handle complex hip and knee procedures, both primary and revision.
Key Talents / Skills:
* Excellent communication skills in English.
* Outgoing, persuasive, and able to handle differing beliefs or values.
* Confidence, persistence, patience, and self-motivation.
* Strong analytical, planning, and teamwork skills.
* Commercial awareness and a valid driving license.
* Ability to discuss medical and economic issues confidently with customers.
* Sales, assertiveness, service, and solution orientation.
* Experience in OR and willingness to travel.
* Positive, proactive attitude, ownership of work, and collaborative mindset.
* Goal-oriented with a focus on delivering safe, effective solutions.
Stryker is a global leader in medical technologies, committed to improving healthcare outcomes worldwide, impacting over 150 million patients annually.
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