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.
Position Overview
The Product Support Specialist – Manual & Robotic provides clinical product support to end users along with guidance and assistance during Mako surgical procedures.
Key Responsibilities
1. Stryker Citizen: Always demonstrates outstanding ethics. Treats customers and employees with respect, represents 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 timeframe.
4. Business Planning: Constructs a basic business plan with input from mentor/manager. Daily, weekly, and monthly planning decided in partnership with mentor and RSM.
5. Sales Skills: Develops rapport, understands the importance of relationships in selling, and uses open questioning techniques to ascertain customer's needs.
6. Commercial Awareness: Understands that there are multiple stakeholders in the decision-making process and asks appropriate questions to identify the stakeholders.
7. Discretion/Latitude/Impact: Work is closely supervised, and specific direction provided by more experienced staff.
8. Sales Results: Achieve sales results in line with the annual sales target and KPI metrics.
9. Customer Support: Planning, prioritizing, and executing of required activities for customer support.
10. Customer Segmentation: Define focus on the expansion of existing customers, as well as support for growing customers together with the Sales Team.
11. Customer Maintenance: Support and maintain existing customers to ensure satisfaction and collaboration with the Sales Team and other departments.
12. Strategy Development: Develop short and medium-term strategies in collaboration with the customer to secure/strengthen the Stryker position.
13. Negotiation: Good communication and negotiation on an equal footing with customers.
14. Market Observations: Strengthen own position and analyze responsible area.
15. Challenge Resolution: Address challenges with the customer and develop solutions.
16. Meetings Participation: Participate in in-house meetings to discuss organizational, development, and business issues.
17. Administration: Administration of IT based customer database/CRM-Tool.
Clinical/Technical Expertise
1. Serve as front-line clinical and technical support to surgeons and hospital staff before, during, and after surgical procedures.
2. Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot.
3. Use proprietary software to prepare pre-operative CT scans for assigned cases.
4. Troubleshoot and solve technical issues related to the robot.
5. Partner with Field Service team effectively to ensure technical issues are resolved.
6. Build knowledge of Stryker implants and instrumentation.
7. Educate surgeons and staff on the clinical benefits of the robot.
8. Complete Mako 101 and 201 training for robotic-assisted surgery applications.
9. Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
10. Develop ability to competently cover complex primary and revision hip and knee procedures.
Key Talents / Skill Requirements
1. Excellent communication skills with proficiency in spoken and written English.
2. Outgoing and persuasive manner.
3. Confidence and persistence.
4. Patience and self-motivation.
5. Analytical and planning skills.
6. Flexible approach to work.
7. Strong teamwork and networking skills.
8. Commercial and business awareness.
9. Valid driving license.
10. Ability to meet the customer on an equal footing.
11. Sales Skills – challenge the customer.
12. Service and solution-oriented.
13. Learning skills – Ability to apply new skills at any time.
14. Self-employment: High self-organization skills.
15. Willingness to travel.
16. Positive attitude, a 'can do' solution-oriented approach.
17. Self-motivated, taking ownership of work.
18. Collaborative partners, building and leveraging relationships.
19. Teamwork is an integral part of this role.
20. Goal-oriented to thrive in a fast-paced environment.
21. High Ethics & Integrity.
Travel Percentage: None
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