Product Support Specialist

TN United Kingdom; Northallerton; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Product Support Specialist to enhance their Joint Replacement business. This role involves promoting innovative Hip and Knee products to Orthopaedic Surgeons while ensuring outstanding customer service. You will provide crucial clinical support during surgical procedures, train medical staff on advanced robotic technologies, and develop strategies to strengthen customer relationships. If you are a persuasive communicator with a passion for healthcare and technology, this opportunity offers a dynamic environment where your contributions will make a significant impact.

Qualifications

• Excellent communication skills and sales-oriented mindset are essential.
• Experience in operating rooms preferred, with a focus on teamwork.

Responsibilities

• Provide clinical support during surgical procedures and train hospital staff.
• Develop strategies with customers to enhance product positioning.

Skills

Communication Skills

Sales Orientation

Analytical Skills

Teamwork

Adaptability

Tools

CRM Tools

Proprietary Software

Job description

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Product Support Specialist, Northallerton

Client:

Location:

Northallerton, United Kingdom

Job Category:

Customer Service

EU work permit required: Yes

Job Reference: da725111bc6e

Job Views: 5

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Work Flexibility: Field-based

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:

• Demonstrate outstanding ethics, treat customers and employees with respect, and represent the company positively.
• Communicate essential benefits of products and their clinical applications.
• Act with integrity and deliver on commitments within required timescales.
• Construct a basic business plan with input from mentor/manager; plan daily, weekly, and monthly activities in partnership with mentor and RSM.
• Develop rapport, understand customer needs, and use open questioning techniques to open opportunities for sales.
• Understand stakeholder decision-making processes and ask appropriate questions to identify stakeholders.
• Work under close supervision with specific guidance from experienced staff; keep supervisor informed on work status.
• Achieve sales results aligned with targets and KPIs.
• Plan, prioritize, and execute activities supporting customers.
• Segment sales area and focus on expanding existing customers and supporting growth with the Sales Team.
• Support and maintain existing customer relationships to ensure satisfaction and collaboration.
• Develop strategies with customers to strengthen Stryker's position.
• Communicate and negotiate effectively with customers for sustainable relationships.
• Monitor market trends and analyze the responsible area.
• Address customer challenges and develop solutions with support from RSM/Sales Team.
• Participate in meetings to discuss organizational and business issues and enhance skills.
• Manage customer database/CRM tools.

Clinical/Technical Expertise:

• Provide frontline clinical and technical support during surgical procedures.
• Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot, including setup, intra-operative activities, and troubleshooting.
• Use proprietary software for pre-operative planning and assist in implant planning and sizing.
• Partner with Field Service to resolve technical issues and ensure maintenance.
• Build knowledge of implants and instrumentation, mastering robotic and manual procedures.
• Educate staff on clinical benefits and best practices of the robot.
• Complete necessary training and certification for robotic-assisted surgeries and manual procedures.
• Develop ability to cover complex procedures confidently.

Key Talents / Skill Requirements:

• Excellent communication skills in English.
• Outgoing, persuasive, confident, and persistent.
• Patience, self-motivation, analytical skills, and adaptability.
• Strong teamwork, networking, and commercial awareness.
• Valid driving license and willingness to travel.
• Ability to discuss medical and economic issues confidently with customers.
• Sales-oriented, assertive, service and solution-focused.
• Experience in OR is preferred.
• Quick learner, self-organized, positive attitude, and ownership of work.
• Ability to build relationships and work collaboratively across teams.
• Goal-oriented, ethical, and integrity-driven.