Product Support Specialist, Robotic & Manuel

Stryker; Kingston upon Hull; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in medical technologies is seeking a Product Support Specialist to enhance their Joint Replacement business. The ideal candidate will provide clinical support, train healthcare professionals on innovative robotic systems, and foster strong customer relationships. This role requires excellent communication skills and a robust understanding of anatomy, particularly of the hips and knees, and involves regional coverage in Leeds, York, Hull, and Northallerton.

Qualifications

• Strong knowledge of anatomy, especially Lower Limb, Hips, and Knees.
• Clinical and technical support experience.
• Willingness to travel.

Responsibilities

• Provide clinical product support during Mako surgical procedures.
• Assist and educate staff during surgeries.
• Build relationships and manage customer data using CRM tools.

Skills

Excellent communication skills

Teamwork

Sales skills

Analytical abilities

Commercial awareness

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:

• Stryker Citizen always demonstrates outstanding ethics. Treats customers and employees with respect, and represents the company in the best possible light.
• Knowledge: Communicates essential benefits of products and their clinical applications.
• Customer Service: Acts with integrity and reactively delivers on commitments within the required timescales.
• Business Planning: Constructs a basic business plan with input from mentor/manager. Plans daily, weekly, and monthly activities in partnership with mentor and RSM.
• Sales Skills: Develops rapport, understands the importance of relationships, uses open questioning techniques, and has good knowledge of key brands to open sales opportunities.
• Commercial Awareness: Understands multiple stakeholders in decision-making and asks appropriate questions to identify them.
• Discretion/Latitude/Impact: Works under close supervision, keeps supervisor informed, and can overcome some challenges without serious effects on revenue or budget.
• Achieve sales results aligned with targets and KPIs.
• Plan, prioritize, and execute activities and support for customers.
• Segment the sales area, focusing 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 to ensure profitable and sustainable relationships.
• Observe market trends and analyze the responsible area.
• Address challenges with customers and develop solutions with support from RSM/Sales Team.
• Participate in meetings to discuss organizational and business issues.
• Manage customer data using IT-based CRM tools.

Clinical/Technical Expertise

The ideal candidate will have strong knowledge of anatomy, especially Lower Limb, Hips, and Knees, possibly from a Physiotherapy background.

• Provide clinical and technical support to surgeons and hospital staff before, during, and after surgeries.
• Train and guide staff in the use of Stryker’s Mako robot, including setup, breakdown, and intra-operative activities.
• Use proprietary software for pre-operative planning and assist with implant sizing and positioning.
• Troubleshoot and resolve technical issues independently or escalate appropriately.
• Collaborate with Field Service to ensure technical issues are resolved and maintenance is performed.
• Build knowledge of implants, instrumentation, and robotic applications to become a trusted case coverage resource.
• Educate staff on the clinical benefits and best practices for using the robot.
• Complete necessary training and obtain certifications for robotic and manual procedures.
• Develop the ability to cover complex hip and knee procedures, including revisions.

Key Talents / Skills

• Excellent communication skills in English.
• Outgoing, persuasive, and able to handle differing beliefs or values.
• Confident, persistent, patient, and self-motivated.
• Analytical, planning, and flexible 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, service and solution orientation, OR experience.
• Willingness to travel, positive attitude, and ownership of work.
• Ability to build relationships, work in teams, and achieve goals with integrity and ethics.

Key regional coverage will include Leeds, York, Hull & Northallerton.

Stryker is a global leader in medical technologies, driven to improve healthcare outcomes with innovative products across MedSurg, Neurotechnology, Orthopaedics, and Spine, impacting over 150 million patients annually.