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, representing 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 the required timescales.
* Business Planning: Constructs a basic business plan with input from mentor/manager. Plans daily, weekly, and monthly activities in partnership with mentor and RSM.
* Sales Skills: Develops rapport, understands the importance of relationships in selling, and uses open questioning techniques to ascertain customer needs. Maintains good knowledge of key brands to open opportunities for the sales team.
* Commercial Awareness: Understands multiple stakeholders in decision-making and asks appropriate questions to identify them.
* Discretion/Latitude/Impact: Works under close supervision with specific guidance; keeps supervisor informed; failure to achieve results usually does not seriously impact revenue or budget.
* Achieve sales results aligned with targets and KPIs.
* Planning, prioritizing, and executing activities and customer support.
* Segment sales area to focus on expanding existing customers and supporting growth, in collaboration with the Sales Team.
* Support and maintain existing customers to ensure satisfaction and collaboration with sales and other departments.
* Develop short and medium-term strategies with customers to strengthen Stryker's position.
* Communicate and negotiate effectively with customers to foster profitable and sustainable relationships.
* Monitor the market and analyze the responsible area to strengthen position.
* Address customer challenges and develop solutions with support from RSM/Sales Team.
* Participate in internal meetings to discuss organizational, development, and business issues, enhancing relevant knowledge and skills.
* Manage IT-based customer database/CRM tools.
Clinical/Technical Expertise:
* Serve as front-line clinical and technical support to surgeons and hospital staff before, during, and after surgeries.
* Train and guide surgeons and staff in the use of Stryker’s Mako robot, including setup, breakdown, and intraoperative activities.
* Use proprietary software to prepare pre-operative CT scans and assist in implant planning.
* Troubleshoot and resolve technical issues independently or escalate as needed.
* Partner with Field Service to ensure technical issues are resolved and maintenance is performed.
* Build knowledge of implants, instrumentation, and mastery of the robot to become a trusted resource.
* Educate surgeons and staff on clinical benefits and best practices confidently and respectfully.
* Complete required training and obtain certification for robotic and manual procedures.
* Develop ability to cover complex primary and revision hip and knee procedures.
Key Talents / Skills:
* Excellent communication skills in spoken and written English.
* Outgoing, persuasive, and able to handle differing beliefs or values.
* Confidence, persistence, patience, and self-motivation.
* Analytical, planning, and flexible approach to work.
* Strong teamwork and networking skills.
* Commercial awareness and a valid driving license.
* Ability to discuss medical and economic issues confidently with customers.
* Sales skills, assertiveness, service and solution orientation.
* Experience in OR and willingness to travel.
* High self-organization skills and a positive, solution-oriented attitude.
* Ability to build and leverage relationships, work collaboratively, and focus on goals in a fast-paced environment.
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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