Product Support Specialist

Stryker; Darlington; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in medical technology seeks a Product Support Specialist to support Hip and Knee product lines. This role involves technical and clinical assistance during surgeries, with a focus on customer service and achieving sales targets. Candidates must demonstrate excellent communication skills and possess a strong understanding of medical applications.

Qualifications

• Experience in OR settings preferred.
• Excellent communication skills in English.
• Strong analytical, planning, and teamwork skills.

Responsibilities

• Provides clinical product support during surgical procedures.
• Communicates product benefits to customers.
• Achieves sales results aligned with targets and KPIs.

Skills

Communication skills

Analytical skills

Sales skills

Planning skills

Teamwork skills

Job description

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:

• Demonstrates outstanding ethics, treating customers and employees with respect, representing the company positively.
• Communicates essential benefits of products and their clinical applications.
• Acts with integrity and delivers on commitments within required timescales.
• Constructs basic business plans with input from mentors/managers, and plans daily, weekly, and monthly activities in partnership with mentors and RSM.
• Develops rapport, understands customer needs through open questioning, and leverages knowledge of key brands to open sales opportunities.
• Identifies stakeholders in decision-making processes and asks appropriate questions.
• Works under close supervision, with specific guidance from experienced staff, keeping supervisors informed on work status.
• Achieves sales results aligned with targets and KPIs.
• Plans, prioritizes, and executes activities supporting customer support and expansion of existing customers.
• Supports and maintains customer satisfaction and collaborates with the sales team and other departments.
• Develops strategies with customers to strengthen Stryker's market position.
• Communicates effectively and negotiates to ensure profitable, sustainable relationships.
• Monitors market conditions and analyzes the responsible area regularly.
• Addresses challenges and develops solutions with support from RSM/Sales Team.
• Participates in organizational meetings to discuss business issues and improve skills.
• Administers IT-based customer database/CRM tools.

Clinical/Technical Expertise:

• Provides front-line clinical and technical support during surgical procedures.
• Trains and guides surgeons and staff on the use of Stryker’s Mako robot, including setup, intraoperative activities, and troubleshooting.
• Uses proprietary software for pre-operative planning and assists in implant sizing and positioning.
• Resolves technical issues independently or escalates appropriately.
• Collaborates with Field Service team for maintenance and technical resolutions.
• Builds knowledge of implants, instrumentation, and robotic applications to become a trusted case coverage resource.
• Educates medical staff on clinical benefits and best practices confidently and respectfully.
• Completes required training and obtains certifications for robotic and manual procedures.
• Develops competence in complex hip and knee procedures, including revisions.

Key Talents / Skill Requirements:

• Excellent communication skills in English.
• Persuasive, outgoing, and able to handle differing beliefs or values.
• Confident, persistent, patient, and self-motivated.
• Strong analytical, planning, and teamwork skills.
• Commercial awareness and a valid driver’s license.
• Ability to discuss medical and economic issues confidently on equal footing with customers.
• Sales skills, assertiveness, and service-oriented mindset.
• Experience in OR settings preferred.
• Willingness to travel and high self-organization skills.
• Positive, proactive attitude with a solution-oriented approach.
• Builds and leverages relationships for continuous improvement and success.
• Goal-oriented, ethical, and committed to doing business the right way.

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 worldwide.