Product Support Specialist, Robotic & Manuel

Stryker Group; Newbury; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading company in medical technology is seeking a Product Support Specialist. The role involves providing clinical support for surgical procedures while communicating product benefits to healthcare professionals. This position demands strong technical expertise in joint replacement and excellent customer interaction skills in a dynamic environment.

Qualifications

• Strong knowledge of anatomy, especially Lower Limb, Hips, and Knees.
• Experience with surgical procedures.
• Trains and guides surgeons in using robots.

Responsibilities

• Provides clinical product support during Mako surgical procedures.
• Develops business plans with input from mentor/manager.
• Maintains satisfaction and collaborates with sales.

Skills

Communication skills

Outgoing and persuasive

Analytical

Teamwork

Service orientation

Education

Knowledge of anatomy

Experience with OR procedures

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:

• Demonstrates outstanding ethics: Treats customers and employees with respect, representing the company positively.
• Knowledge: Communicates benefits of products and their clinical applications.
• Customer Service: Acts with integrity and fulfills commitments within required timescales.
• Business Planning: Develops a basic business plan with input from mentor/manager; plans daily, weekly, and monthly activities in collaboration with mentor and RSM.
• Sales Skills: Builds rapport, understands the importance of relationships, uses open questioning to identify customer needs, and leverages troubleshooting to grow and protect the business.
• Commercial Awareness: Recognizes multiple stakeholders in decision-making and asks appropriate questions to identify them.
• Discretion/Latitude/Impact: Works under close supervision, with specific guidance; keeps supervisor informed; failure to achieve results can be managed without serious impact.
• Sales Targets: Achieves sales results aligned with targets and KPIs.
• Planning and Prioritization: Executes activities and supports customers effectively.
• Market Segmentation: Focuses on expanding existing customers and supporting growth with the sales team.
• Customer Support: Maintains satisfaction and quality, collaborates with sales and other departments.
• Strategy Development: Develops short- and medium-term strategies with customers to strengthen Stryker's position.
• Communication and Negotiation: Engages with customers professionally to build sustainable relationships.
• Market Observation: Monitors and analyzes market to strengthen position.
• Challenge Resolution: Addresses customer challenges and develops solutions with team support.
• Meetings and Knowledge: Participates in organizational meetings; enhances relevant skills and knowledge.
• Administration: Manages customer database/CRM tools.

Clinical/Technical Expertise:

• Strong knowledge of anatomy, especially Lower Limb, Hips, and Knees, preferably from a Physiotherapy background.
• Provides clinical and technical support before, during, and after surgeries.
• Trains and guides surgeons and staff in using Stryker’s Mako robot, including setup, intra-operative activities, and troubleshooting.
• Uses proprietary software for pre-operative planning and assists in implant sizing and positioning.
• Collaborates with Field Service to resolve technical issues.
• Builds knowledge of implants and robotic applications to become a trusted resource.
• Educates staff on clinical benefits and best practices for robotic surgery.
• Completes required training and certification for robotic and manual procedures.
• Develops capability to handle complex primary and revision hip and knee procedures.

Key Talents / Skills:

• Excellent communication skills in English.
• Outgoing, persuasive, confident, and persistent.
• Patient, self-motivated, analytical, and adaptable.
• Strong teamwork, networking, and business awareness skills.
• Valid driving license and willingness to travel.
• Ability to discuss medical and economic issues confidently with customers.
• Sales, assertiveness, service orientation, and solution focus.
• Experience with OR procedures preferred.
• Quick learner, highly organized, positive attitude, and goal-oriented.
• High ethics and integrity, aligned with company values.

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