Product Support Specialist, Robotic & Manuel
Product Support Specialist, Robotic & Manuel
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Job Description
To grow Strykers 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
represents 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. Daily weekly and
monthly planning decided in partnership with mentor and RSM.
Sales Skills: Develops rapport. Understands the importance of relationships in selling. Using open
questioning techniques to ascertain customers needs and has good working knowledge of key brands to
open opportunities for the sales team to sell. Uses customer troubleshooting opportunities to grow and
protect the business.
Commercial Awareness: Understands that there are multiple stakeholders in the decision-making process
and asks appropriate questions to identify the stakeholders.
Discretion/Latitude/Impact: Work is closely supervised and specific direction provided by more
experienced staff. Keeps supervisor informed regularly on status of work. Failure to achieve results can
normally be overcome without serious effect on revenue or budget.
Achieve sales results in line with the annual sales target and KPI metrics
Planning prioritizing and executing of required activities and customer support.
Segmentation of the sales area and define a focus on the expansion of existing customers as well as
support for growing customers together with the Sales Team
Support/maintenance of existing customers to maintain customer satisfaction/quality and collaboration
with the Sales Team and other departments.
Development of short and medium-term strategies in collaboration with the customer to
secure/strengthen the Stryker position.
Good communication and negotiation on an equal footing with customers using reasonable and
appropriate methods to ensure a profitable and sustainable relationship
Market observations to strengthen own position and constant analysis of responsible area
Address challenges with the customer and develop solutions (with support of RSM/Sales Team)
Participate in in-house meetings to discuss organizational development and business issues and enhance
relevant knowledge and skills
Administration of IT based customer database/CRM-Tool
Clinical/Technical Expertise
The Ideal candidate will have a strong knowledge of anatomy & in particular Lower Limb Hips and Knees and may come from a Physiotherapy background.
Serve as front-line clinical and technical support to surgeons and hospital staff before during and after surgical procedures.
Train and guide surgeons and hospital staff in the use of Strykers Mako robot including set-up breakdown and related intra-operative activities to ensure precise and successful surgical outcomes.
Use proprietary software to prepare pre-operative CT scans for assigned cases and assist surgeons in pre-operative implant planning implant sizing and positioning.
Troubleshoot and solve technical issues related to the robot independently or field escalation matters appropriately.
Partner with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
Build knowledge of Stryker implants and instrumentation and mastery of the robot and its different applications in order 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. Obtain certification for each application needed to perform independent case coverage.
Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
Develop ability to competently cover complex primary and revision hip and knee procedures.
Key Talents / Skill Requirements
Excellent communication skills with proficiency in spoken and written English. Outgoing and persuasive manner and ability to deal with people who hold differing beliefs or values.
Confidence and persistence.
Patience and self-motivation.
Analytical and planning skills.
Flexible approach to work to adapt to changes.
Strong teamwork and networking skills.
Commercial and business awareness.
Valid driving license.
Ability and self-confidence to meet the customer on an equal footing to discuss medical and economic issues
Sales Skills challenge the customer
Assertiveness
Service and solution oriented
OR experience
Learning skills Ability to apply new skills at any time. Is open to new ideas.
Self-employment: High self-organization skills
Willingness to travel
Positive attitude a can do solution orientated approach to succeed.
Self-motivated you take ownership of your work
Collaborative partners you build and leverage relationships to bring together ideas data and insights to drive continuous improvements and ultimately to secure wins within your own team as well as in other teams/functions across the business.
Teamwork is an integral part of this role.
Goal Orientated to thrive in this fast-paced environment you will stop at nothing to ensure you achieve your goals keeping the patient/customer and their requirements squarely in focus we want people who deliver safe and robust solutions.
High Ethics & Integrity we want you to win in the right way thats a fundamental building block of Strykers vision of being the most admired company in healthcare.
The Regional that will be covered will be Leeds York Hull & Northallerton.
Travel Percentage: 80%Required Experience:
Unclear Seniority
Employment Type
Full-Time
