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:
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. Plans daily, weekly, and monthly in collaboration with mentor and RSM.
5. Sales Skills: Develops rapport, understands the importance of relationships in selling, and uses open questioning techniques to ascertain customer needs. Has good knowledge of key brands to open opportunities for the sales team and uses troubleshooting to grow and protect the business.
6. Commercial Awareness: Understands multiple stakeholders in decision-making and asks appropriate questions to identify them.
7. Discretion/Latitude/Impact: Works under close supervision with specific guidance, keeps supervisor informed, and maintains results that typically do not impact revenue or budget significantly.
8. Achieve sales results aligned with annual targets and KPIs.
9. Plan, prioritize, and execute activities and customer support.
10. Segment sales area, focusing on expanding existing customers and supporting growth alongside the Sales Team.
11. Support and maintain existing customers to ensure satisfaction and collaboration.
12. Develop strategies with customers to strengthen Stryker’s position.
13. Communicate and negotiate effectively with customers to ensure profitable, sustainable relationships.
14. Conduct market observations and analyze the responsible area regularly.
15. Address challenges with customers and develop solutions, with support from RSM/Sales Team.
16. Participate in internal meetings to discuss organizational, development, and business issues, enhancing relevant knowledge and skills.
17. Administer IT-based customer database/CRM tools.
Clinical/Technical Expertise:
1. Provide frontline clinical and technical support to surgeons and hospital staff before, during, and after surgeries.
2. Train and guide surgeons and staff in using Stryker’s Mako robot, including setup, breakdown, and intra-operative activities for successful outcomes.
3. Use proprietary software for pre-operative CT scan preparation, implant planning, and positioning.
4. Troubleshoot and resolve technical issues independently or escalate as needed.
5. Collaborate with Field Service to resolve technical issues and ensure maintenance.
6. Build knowledge of Stryker implants, instrumentation, and robotic applications to become a trusted resource.
7. Educate surgeons and staff on clinical benefits and best practices confidently and respectfully.
8. Complete Mako 101 and 201 training, obtaining certification for robotic applications.
9. Complete JR 101 and 201 training to understand manual procedures.
10. Develop the ability to cover complex primary and revision hip and knee procedures.
Key Talents / Skill Requirements:
* Excellent communication skills in English (spoken and written).
* Outgoing, persuasive, and able to deal with diverse beliefs and values.
* Confidence, persistence, patience, and self-motivation.
* Analytical, planning, and flexible to change.
* Strong teamwork and networking skills.
* Commercial and business awareness.
* Valid driving license.
* Ability to discuss medical and economic issues confidently on equal footing with customers.
* Sales skills: challenging customers appropriately, assertiveness, service and solution orientation.
* Experience in OR settings preferred.
* Willingness to learn and apply new skills, high self-organization, and willingness to travel.
* Positive, solution-oriented attitude, ownership of work, and collaborative mindset.
* Goal-oriented, focused 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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