Product Support Specialist Robotic & Manuel

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

Job summary

An established industry player is seeking a Product Support Specialist to enhance their Joint Replacement business. In this role, you will promote Hip and Knee products, provide clinical support during surgical procedures, and optimize customer service. You will engage with Orthopaedic Surgeons, develop business plans, and ensure customer satisfaction. This position offers an exciting opportunity to work with innovative medical technologies and make a significant impact on patient outcomes. If you are a motivated individual with strong communication and sales skills, this role could be your next career step.

Qualifications

• Excellent communication skills in English, both spoken and written.
• Experience in Operating Room settings is preferred.
• Ability to engage with diverse individuals confidently.

Responsibilities

• Provide clinical product support during Mako surgical procedures.
• Develop strategies with customers to strengthen market position.
• Support existing customers to maintain satisfaction.

Skills

Communication Skills

Sales Skills

Analytical Skills

Teamwork

Problem Solving

Commercial Awareness

Flexibility

Self-Motivation

Education

Bachelor's Degree in a relevant field

Tools

CRM Tools

Proprietary Software

Job description

Product Support Specialist Robotic & Manual

Stryker Middlesbrough, England, United Kingdom

Posted 3 weeks ago. Be among the first 25 applicants.

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The Product Support Specialist – Manual & Robotic role aims to grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons, optimizing customer service, and expanding existing accounts through technical expertise.

The specialist provides clinical product support to end users and offers guidance and assistance during Mako surgical procedures.

Essential Duties & Responsibilities:

1. Demonstrate outstanding ethics and professionalism. Treat customers and colleagues with respect and represent the company positively.
2. Knowledge: Communicate the benefits of products and their clinical applications effectively.
3. Customer Service: Act with integrity, fulfill commitments within required timescales.
4. Business Planning: Develop basic business plans with input from mentors or managers, and participate in daily, weekly, and monthly planning.
5. Sales Skills: Build rapport, understand customer needs through questioning, and leverage knowledge of key brands to open sales opportunities.
6. Commercial Awareness: Identify stakeholders in decision-making processes and ask relevant questions.
7. Discretion and Impact: Work under supervision, keep supervisors informed, and achieve results that support revenue and budget goals.
8. Sales Targets: Achieve sales results aligned with targets and KPIs.
9. Customer Support: Support existing customers to maintain satisfaction and collaborate with sales teams.
10. Strategic Development: Develop strategies with customers to strengthen Stryker's market position.
11. Communication & Negotiation: Engage with customers professionally to ensure profitable relationships.
12. Market Observation & Analysis: Monitor market and analyze your area to identify opportunities and challenges.
13. Problem Solving: Address customer challenges and develop solutions with team support.
14. Meetings & Knowledge: Participate in organizational meetings to improve skills and knowledge.
15. Administration: Manage customer data using IT and CRM tools.

Clinical/Technical Expertise:

1. Provide frontline support to surgeons and hospital staff before, during, and after surgeries.
2. Train and guide surgeons and staff in using Stryker’s Mako robot, including setup, intraoperative activities, and troubleshooting.
3. Use proprietary software for preoperative planning and assist in implant sizing and positioning.
4. Resolve technical issues independently or escalate as needed.
5. Collaborate with Field Service to ensure maintenance and technical support.
6. Build comprehensive knowledge of implants, instrumentation, and robotic applications to become a trusted resource.
7. Educate staff on the benefits and best practices of robotic surgery confidently and respectfully.
8. Complete required training (Mako 101/201, JR 101/201) and obtain certifications for independent case coverage.
9. Develop skills to cover complex hip and knee procedures.

Key Talents / Skills:

• Excellent communication skills in English (spoken and written).
• Outgoing, persuasive, and capable of engaging with diverse individuals.
• Confidence, persistence, patience, and self-motivation.
• Analytical and planning skills.
• Adaptability and flexibility.
• 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 orientation, and solution focus.
• Experience in Operating Room (OR) settings preferred.
• Willingness to travel and high self-organization skills.
• Positive, proactive attitude and goal-oriented mindset.
• Ability to build and leverage relationships for continuous improvement and success across teams.

Stryker is a global leader in medical technologies, committed to improving healthcare outcomes through innovative products and services in MedSurg, Neurotechnology, Orthopaedics, and Spine. The company impacts more than 150 million patients annually worldwide.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other

Industries

• Appliances, Electrical and Electronics Manufacturing, Industrial Machinery Manufacturing, Medical Equipment Manufacturing