Product Support Specialist (Mobile)

Stryker; Harrogate; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Product Support Specialist to enhance their Joint Replacement business. This role involves providing clinical support during surgical procedures and training medical staff on advanced robotic technologies. The ideal candidate will possess excellent communication skills, a solution-oriented mindset, and the ability to build strong relationships with healthcare professionals. Join a forward-thinking company that values integrity and customer satisfaction, and contribute to innovative solutions in the medical field. If you are adaptable, motivated, and eager to make a difference, this opportunity is perfect for you.

Qualifications

• Excellent communication skills in English, both spoken and written.
• Experience in operating room settings and learning agility.

Responsibilities

• Provides clinical and technical support during surgical procedures.
• Develops rapport with customers and identifies sales opportunities.

Skills

Communication Skills

Sales Skills

Analytical Skills

Teamwork

Flexibility

Commercial Awareness

Problem-Solving

Tools

CRM Tools

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.

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. Demonstrates outstanding ethics, treats customers and employees with respect, and represents the company positively.
2. Communicates essential benefits of products and their clinical applications.
3. Acts with integrity and delivers on commitments within required timescales.
4. Constructs a basic business plan with input from mentor/manager; plans daily, weekly, and monthly activities in partnership with mentor and RSM.
5. Develops rapport with customers, understands their needs, and uses open questioning techniques to identify opportunities for sales and troubleshooting.
6. Understands stakeholder decision-making processes and asks appropriate questions.
7. Works under close supervision with specific guidance, keeping supervisor informed of work status.
8. Achieves sales results aligned with targets and KPIs.
9. Plans, prioritizes, and executes activities and customer support.
10. Segments sales area to focus on expanding existing customers and supporting growth with the sales team.
11. Supports and maintains customer satisfaction and collaborates with sales and other departments.
12. Develops strategies with customers to strengthen Stryker's position.
13. Engages in effective communication and negotiation to build sustainable relationships.
14. Monitors market conditions and analyzes the responsible area.
15. Addresses challenges with customers and develops solutions with team support.
16. Participates in meetings to discuss organizational and business issues, enhancing knowledge and skills.
17. Manages IT-based customer database/CRM tools.

Clinical/Technical Expertise

1. Provides frontline clinical and technical support during surgical procedures.
2. Trains and guides surgeons and hospital staff in the use of Stryker’s Mako robot, including setup, intra-operative activities, and troubleshooting.
3. Prepares pre-operative CT scans and assists in implant planning and sizing.
4. Partners with Field Service team to resolve technical issues and ensure maintenance.
5. Builds knowledge of implants, instrumentation, and robotic applications to become a trusted resource.
6. Educates staff on clinical benefits and best practices for robotic surgery.
7. Completes necessary training and certifications for robotic and manual procedures.
8. Develops ability to cover complex procedures confidently.

Key Talents / Skill Requirements

• Excellent communication skills in English, both spoken and written.
• Outgoing, persuasive, confident, and persistent.
• Patience, self-motivation, and analytical skills.
• Flexible and adaptable to change.
• Strong teamwork and networking abilities.
• Commercial awareness and a valid driving license.
• Ability to discuss medical and economic issues confidently with customers.
• Sales skills, assertiveness, and solution-oriented mindset.
• Experience in OR and learning agility.
• High self-organization skills and willingness to travel.
• Positive, proactive attitude with a goal-oriented approach.
• Strong ethics and integrity, aligning with company values.

Travel Percentage: None