Product Support Specialist – Manual & Robotic
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, and 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, and uses open questioning techniques to ascertain customer's needs.
* 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 is provided by more experienced staff, with a regular update on the status of work.
* Achieve sales results in line with the annual sales target and KPI metrics.
* Planning, prioritizing, and executing required activities and customer support.
* Segmentation of the sales area and defining a focus on the expansion of existing customers, along with 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.
* Participate in in-house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills.
* Administration of IT-based customer databases/CRM tools.
* Clinical/Technical Expertise: Serve as front-line clinical and technical support to surgeons and hospital staff before, during, and after surgical procedures.
Technical and Clinical Expertise
* Train and guide surgeons and hospital staff in the use of Stryker’s 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 escalate 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 the 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: 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-oriented approach to succeed.
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