Product Support Specialist

PowerToFly; Leatherhead; On-site; GBP 41,000 - 68,000; Full time

Job summary

Stryker is looking for a field-based clinical product support specialist to train surgeons and OR staff, provide on-site guidance during procedures, and deliver ongoing in-services across hospitals in the Thames Valley.

You will use proprietary software to prep CT scans, compile reports, manage inventories, and support road-show demonstrations while collaborating with Sales and Marketing to expand adoption of the RIO Robotic Arm System.

Qualifications

• High School diploma; Bachelor's degree preferred in business or technical field.
• Experience with ERP systems and Microsoft Office (Access, Excel, Word).
• 2+ years in a sales/technical environment (medical/healthcare).
• Strong knowledge of customer service principles and processes.
• Ability to analyze specifications and assist customers with product selections.
• Detail oriented; cover Thames Valley hospitals as needed.

Responsibilities

• Provide clinical and technical product support to end users during procedures.
• Train surgeons and OR staff on robotic arm applications and instruments.
• Use software to prepare pre-operative CT scans for RIO System planning.
• Provide reports and metrics to management and regulatory department.
• Maintain MAKO consigned equipment, inventories, and forecasts.
• Support road-show demonstrations and Showsite visits to customers.
• Train physicians and hospital personnel on RIO System and implants.
• Generate prompt and accurate complaint reports per quality system.
• Resolve product problems for customers expeditiously; provide case coverage.
• Support development and execution of sales plan; grow system utilization.
• Build relationships with surgeons and OR staff; collaborate with Sales/Marketing.
• Obtain purchase orders and manage consigned inventories.

Skills

Customer service

ERP systems

MS Access

Excel

Word

Interpersonal communication

Product knowledge

Education

High School diploma

Bachelor’s degree in business or related technical field

Job description

Provide clinical product support to all end users and provide on-site guidance and assistance during surgical procedures. Provide training, ongoing in-services, and customer education to assigned account(s). Provide feedback on product design to improve performance and customer satisfaction.

• Provide surgeons and operating room staff with training and Clinical/Technical support in the operation of the company's robotic arm applications, associated equipment and instruments to insure ideal placement and precision.
• Use proprietary software to prepare pre-operative CT scans for use in conjunction with the company's RIO/ Robotic Arm Interactive Orthopedic System, assists surgeon in preoperative implant planning, implant sizing and positioning.
• Provide complete reports and associated metrics to management, direct supervisor and company's regulatory department detailing case reviews, services performed and recommendations for product, documentation and methodology improvements Maintains and controls local MAKO consigned equipment, instrument, implant and disposables inventories, processes sales orders and provides forecast input to District Sales Manager.
• Support company road-show demonstrations and 'Showsite' visits to provide potential customers with opportunity to see product in use and appreciation of clinical value.
• Train physicians and hospital personnel, including OR staff, radiology and central sterile processing on the use of the RIO System, accessories, disposables and implants.
• Provide prompt and accurate complaint reports per the requirements of Mako’s quality system.
• Solve product problems for customers in an expeditious manner.
• Provide case coverage at unassigned accounts.
• Support the development and execution of the sales plan as well as grow the utilization of the RIO system by increasing volume with current and potential surgeons.
• Actively sell the clinical benefits of the products, and build strong, positive relationships with key surgeons and OR staff at targeted accounts.
• Collaborate with Sales Representatives and Marketing to increase public awareness.
• Obtain purchase orders for products consumed during surgical procedures and maintains and tracks consigned inventories of company's products.
• Partner with other cross functional teams in selling the clinical benefits of the company’s products, drive continuous account growth and case volume.
• Support manual cases
• Support revision cases
• Support account management of key centres.

Qualifications:

• High School diploma. Prefer Bachelor’s Degree in business or a related technical field of study.
• Demonstrated ability to apply office technology (e.g., ERP systems and Microsoft Access, Excel and Word)
• Prefer 2+ years’ experience in a sales and/or technical environment (medical, pharmaceutical or healthcare industry)
• Demonstrated knowledge of customer service principles and processes
• Demonstrated knowledge of business administrative and clerical procedures and systems (e.g., word processing, file management and record maintenance)
• Demonstrated problem solving and interpersonal communication skills
• Demonstrated ability to analyze and comprehend written specifications and to assist customers with product selections that will comply with those specifications
• Demonstrated detail orientation
• This role will primarily be covering Hospitals across the Thames Valley

United Kingdom Pay Ranges:

• United Kingdom: £40,500 - £67,600 GBP Annual

At Stryker, we believe transparency helps candidates make confident decisions about their next career step. Compensation is an important part of that process and we want to be clear about how pay is determined. The compensation information posted for this role may be presented as a salary range or a fixed amount depending on the role. In addition to base salary, this role may be eligible for incentive compensation (such as bonus and/or commissions where applicable), along with Stryker’s comprehensive benefits package.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.