Product Support Specialist, Robotic & Manuel

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. #J-18808-Ljbffr