Product Support Specialist Robotic & Manual
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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 as a Stryker Citizen. Treat customers and employees with respect, and represent the company positively.
* Communicate the essential benefits of products and their clinical applications.
* Act with integrity and deliver on commitments within required timescales.
* Construct a basic business plan with input from mentor/manager; engage in daily, weekly, and monthly planning in collaboration with mentor and RSM.
* Develop rapport with customers, understand their needs through open questioning, and utilize knowledge of key brands to identify sales opportunities.
* Understand stakeholder decision-making processes and ask appropriate questions to identify key stakeholders.
* Work under close supervision, keep supervisor informed of work status, and achieve results that minimally impact revenue or budgets.
* Achieve sales targets and KPIs, prioritize activities, and support existing and growing customers.
* Support and maintain customer satisfaction and collaborate with the Sales Team and other departments.
* Develop strategies with customers to strengthen Stryker’s market position.
* Communicate effectively with customers, ensuring profitable and sustainable relationships.
* Monitor market conditions and address challenges with customers, developing solutions with team support.
* Participate in organizational meetings to discuss business issues and enhance relevant skills.
* Manage IT-based customer databases/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.
* Use proprietary software to prepare pre-operative scans, assist in implant planning, and ensure precise surgical outcomes.
* Partner with Field Service to resolve technical issues and ensure maintenance.
* 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 obtain certifications for robotic and manual procedures.
* Develop proficiency in covering complex primary and revision hip and knee surgeries.
Key Talents / Skills Requirements:
* Excellent communication skills in English, both spoken and written.
* Outgoing, persuasive, confident, and persistent.
* Patient, self-motivated, with strong analytical and planning skills.
* Flexible, team-oriented, and networked in approach.
* Commercial awareness and valid driver’s license.
* Ability to discuss medical and economic issues confidently with customers.
* Sales-oriented, assertive, service and solution-focused, with OR experience.
* Quick learner, adaptable to new skills and ideas.
* Self-organized, willing to travel, and maintain a positive, goal-oriented attitude.
* Build and leverage relationships to drive improvements and business wins.
* Teamwork and a “can do” approach are essential.
Stryker is a global leader in medical technologies, dedicated to making healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics, and Spine, impacting over 150 million patients annually.
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