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
* Serve as front‑line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
* Train and guide surgeons and staff on the use of Stryker’s Mako robot, including set‑up, breakdown and intra‑operative activities to ensure precise and successful surgical outcomes.
* Use proprietary software to prepare pre‑operative CT scans and assist surgeons in implant planning, sizing and positioning.
* Troubleshoot and resolve technical issues related to the robot independently, escalating to Field Service when necessary.
* Partner with the Field Service team to ensure maintenance is delivered and technical issues are resolved.
* Build knowledge of Stryker implants and instrumentation, mastering the robot and its applications to become a trusted "go‑to" for all case coverage types (robotic and manual).
* Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
* Complete Mako 101 and 201 training for all robotic‑assisted surgery applications and obtain certification for each application needed for independent case coverage.
* Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
* Develop ability to cover complex primary and revision hip and knee procedures.
* Achieve sales results in line with annual sales targets and KPI metrics.
* Plan, prioritise and execute required activities and customer support tasks.
* Segment the sales area, focus on expansion of existing customers, and support growth opportunities with the Sales Team.
* Support and maintain existing customers to sustain satisfaction and collaboration with Sales and other departments.
* Develop short‑ and medium‑term strategies in collaboration with customers to secure/strengthen the Stryker position.
* Negotiate with customers using appropriate methods to ensure a profitable and sustainable relationship.
* Observe market trends, analyse the responsible area, and address challenges with solutions in collaboration with RSM and Sales Team.
* Participate in in‑house meetings to discuss organisational, development and business issues, enhancing relevant knowledge and skills.
* Administer IT‑based customer database/CRM tools.
Key Talents / Skill Requirements
* Excellent communication skills in spoken and written English.
* Outgoing, persuasive manner and ability to engage people with differing beliefs or values.
* Confidence, persistence, patience, and self‑motivation.
* Strong analytical and planning skills; flexible approach to work to adapt to changes.
* Strong teamwork and networking skills; collaborative partner who leverages relationships to drive continuous improvements.
* Commercial and business awareness; ability to discuss medical and economic issues on an equal footing with the customer.
* Valid driving licence and willingness to travel.
* Ability to meet customers at an equal footing, challenge them, and negotiate solutions.
* Service‑oriented, solution‑focused, and assertive attitude.
* Experience with operating room (OR) equipment preferred.
* Learning agility – open to new ideas and able to apply new skills.
* High self‑organisation and ownership of work.
* Goal‑oriented; thrives in fast‑paced environments and focuses on patient/customer requirements.
* High ethics and integrity, aligning with Stryker’s vision.
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