Senior Clinical Sales Specialist

CrossLink; Charleston (SC); On-site; USD 95,000 - 130,000; Full time

Job summary

CrossLink Life Sciences, LLC in Charleston, SC is seeking a Senior Clinical Sales Specialist to provide on-site clinical and technical support for the MAKO Robotic System across assigned accounts. The role includes training surgeons and hospital staff, ensuring precise case planning and intra-operative guidance, and resolving technical issues to support high-quality surgical outcomes.

The Senior CSS will collaborate with sales to grow product utilization, manage multiple cases, and travel as

Qualifications

• BS/BA in relevant field preferred or equivalent experience.
• MAKO Certification in Total Knee, Total Hip, and Partial Knee is required.
• Willingness to travel and operate in OR environments is essential.

Responsibilities

• Serve as front-line clinical and technical support to surgeons and hospital staff during procedures.
• Train surgeons and staff in the MAKO robot setup, intra-operative activities, and troubleshooting.
• Prepare pre-operative planning using proprietary software and assist in implant sizing and positioning.
• Troubleshoot robot issues and coordinate with Field Service to ensure timely maintenance.
• Expand knowledge of implants and robotic applications to become a trusted case coverage partner.
• Support sales with manual case coverage and conduct product demonstrations when needed.

Skills

MAKO Certified

Clinical support

Medical device experience

Organizational skills

Communication

Travel readiness

Education

BS/BA in relevant field

Tools

ERP software

Office Suite

Job description

Position Title: Senior Clinical Sales Specialist (Sr. CSS)

Location: Charleston, SC (and surrounding areas)

FLSA Status: Salary, Exempt

ABOUT CROSSLINK:

CrossLink Life Sciences, LLC is Stryker Orthopaedics’ largest U.S. distributor and is focused on delivering healthcare providers unparalleled products and sales support for Joint Reconstruction, Trauma, Robotics, Spine and Sports Medicine surgical procedures. The ever-increasing sub-specialization occurring in the orthopaedics space places increasing demands on device distributors. CrossLink’s sales, operations, and logistics teams continue to lead the orthopaedic industry in effectively innovating in order to serve these evolving market demands.

Mission:

To be a trusted partner who provides value driven solutions to our healthcare customers through technology, superior service and a win-win culture. Together we grow.

Position Summary:

Tenured Mako CSS/MPS Wanted! The Senior Clinical Sales Specialist (Sr. CSS) is specifically responsible for obtaining and maintaining expert knowledge on the Mako Robotic System for assigned territory and customers. The Senior CSS will provide clinical product support to all end users and provide on-site guidance and assistance before, during and after surgical procedures. Resolve technical product and service issues as needed. Provide training, ongoing in-services, and customer education to assigned account(s). Provides feedback on product design to improve performance and customer satisfaction. The Senior CSS will also support the sales teams with manual sales case coverage in their assigned territories.

Clinical and Technical Expertise:

• Serve as front-line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
• Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot including set-up, breakdown and related intra-operative activities to ensure precise and successful surgical outcomes.
• Use proprietary software to prepare pre-operative CT scans for assigned cases and assist surgeons in pre-operative implant planning, implant sizing and positioning.
• Troubleshoot and solve technical issues related to the robot independently or field escalation matters appropriately. Partner with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
• Build knowledge of Stryker implants and instrumentation and mastery of the robot and its different robotic arm applications in order to become a trusted “go-to” for all case coverage types (robotic and manual).
• Support the sales teams with manual case coverage in assigned territory.
• Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
• Complete Stryker Learning Management System (SLMS) assignments on an ongoing, timely basis.

Account and Territory Management:

• Own day to day coordination of accounts and necessary tasks to support scheduled robotic procedures. Support manual (non-Robotic) case coverage and/or cases outside of assigned territory when necessary.
• Manage inventory, instrumentation, and total case preparation. Ensure all cases are planned and reviewed with associated surgeons prior to scheduled surgeries.
• Ensure consistent time management between case preparation and case coverage to limit case delays.
• Develop knowledge of hospital and account preferences to meet or exceed customer expectations. Resolve customer issues or complaints in a timely manner.
• Deliver excellent customer service and foster positive, trusting relationships with surgeons and hospital staff.
• Complete all necessary account administration duties (e.g. Case Tracker daily updates, PER process - Product Experience Report, RMA process - Return Material Authorization, case billing and closure). Provide prompt and accurate complaint reports per quality and compliance system requirements.
• Partner with sales and marketing to support local product demonstrations/labs and showcase clinical value to potential customers.
• Build collaborative relationships with internal sales team members to achieve business objectives.
• Support the execution of the sales plan to grow product utilization and increase volume with current and potential surgeons.

Qualifications/Work Experience Requirements:

• BS/BA in relevant field preferred or equivalent experience.
• Previous experience in a sales or technical product environment is a plus.
• MAKO Certified in Total Knee, Total Hip, and Partial Knee
• Must be mobile and willing to travel.
• Demonstrated aptitude in technology systems and administrative procedures (e.g. ERP software, Office Suite, file processing and record management).
• Excellent organizational skills.
• Must be comfortable in emergency/operating room environments.

Travel Requirement Percentage:

• Dependent on assigned territory.
• Proactivity/Initiative – Desire to excel in the role, taking ownership of the decision-making process, proactively accomplishing tasks and solving potential issues, and constantly identifying ways for improvement.
• Accuracy/Quality– Is attentive to detail and accuracy. Committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems and own/acts on them.
• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure and adjusts to meet changing needs. Effectively copes with rapid change. Comfortably handles risk and uncertainty, is not easily rattled.
• Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure and meets attendance/punctuality requirements.
• Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintain confidentiality, supports company values and conveys good news and bad.
• Organization – Manages multiple, simultaneous activities, tasks, and projects. Organizes resources to accomplish tasks in an efficient and effective way, prioritizes multiple activities and capitalizes on all available resources.
• Sense of Urgency –Pursues everything with drive, often goes “above and beyond” to complete the task at hand.
• Teamwork - Meets all team deadlines and responsibility, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers, and promotes a team atmosphere.