Product Support Specialist (Mobile)

Stryker; Darlington; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Product Support Specialist to enhance their Joint Replacement business. This exciting role involves providing clinical support during surgical procedures and training medical staff on advanced robotic technologies. The ideal candidate will demonstrate excellent communication and analytical skills, ensuring customer satisfaction while navigating complex sales environments. With a focus on ethical practices and innovative solutions, this position offers the opportunity to make a significant impact in the healthcare sector. Join a team dedicated to improving patient outcomes and advancing medical technology.

Qualifications

• Demonstrates outstanding ethics and treats customers with respect.
• Communicates product benefits and provides clinical support.

Responsibilities

• Provides clinical and technical support during surgical procedures.
• Trains surgeons on the use of Mako robot and assists with troubleshooting.

Skills

Communication Skills

Analytical Skills

Sales Skills

Customer Service

Problem Solving

Teamwork

Commercial Awareness

Adaptability

Tools

CRM Tools

Proprietary Software

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.

This role is unique in that we are looking for a candidate who can offer flexibility and mobility to support multiple territories over two regions for the first 12 months. Thereafter, the candidate will consolidate time and effort across one team and region.

Essential Duties & Responsibilities:

1. Customer Service & Ethics: Demonstrates outstanding ethics, treats customers and employees with respect, and represents the company positively.
2. Knowledge & Communication: Communicates the benefits of products and their clinical applications effectively.
3. Business Planning & Sales Skills: Constructs basic business plans, develops rapport, understands customer needs, and uses open questioning techniques to identify opportunities.
4. Commercial Awareness & Relationship Management: Understands stakeholder decision processes, maintains profitable relationships, and supports customer growth strategies.
5. Market Observation & Problem Solving: Analyzes market data, addresses challenges, and develops solutions with team support.
6. Administrative Skills: Manages customer databases and CRM tools efficiently.

Clinical/Technical Expertise:

1. Provides front-line clinical and technical support during surgical procedures.
2. Trains surgeons and hospital staff on the use of Stryker’s Mako robot, including setup, intra-operative activities, and troubleshooting.
3. Uses proprietary software for pre-operative planning and assists in implant sizing and positioning.
4. Works with Field Service to resolve technical issues and ensures maintenance.
5. Builds knowledge of implants, instrumentation, and robotic applications to become a trusted case coverage resource.
6. Educates staff on clinical benefits and best practices confidently and respectfully.
7. Completes necessary training and certification for robotic and manual procedures.

Key Talents & Skills:

• Excellent communication skills in English.
• Outgoing, persuasive, confident, and persistent.
• Patient, self-motivated, and adaptable.
• Strong analytical, planning, teamwork, and networking skills.
• Commercial awareness and a valid driving license.
• Ability to discuss medical and economic issues confidently with customers.
• Sales, assertiveness, service orientation, and solution-focused mindset.
• Experience in OR and learning agility.
• High self-organization, willingness to travel, and a positive, goal-oriented attitude.
• High ethics and integrity, aligned with company values.

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.