Product Support Specialist in East Kilbride

Location: Scotland Wide – Travel across Scotland will be expected.

Position Summary

To grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimise customer service. Grow 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.

Responsibilities

• Demonstrate outstanding ethics and treat customers and employees with respect, representing the company in the best possible light.
• Communicate essential benefits of products and their clinical applications.
• Act with integrity and reactively deliver on commitments within required timescales.
• Construct basic business plans in partnership with mentor/manager; daily, weekly, and monthly planning.
• Develop rapport with customers and understand the importance of relationships in selling.
• Use open questioning to ascertain needs and employ knowledge of key brands to create opportunities for the sales team.
• Use customer troubleshooting opportunities to grow and protect the business.
• Understand multiple stakeholders in decision‑making and ask appropriate questions to identify them.
• Work under close supervision, inform supervisor regularly on status; failures are manageable.
• Achieve sales results in line with annual sales target and KPI metrics.
• Plan, prioritise, and execute required activities and customer support.
• Segment sales area and focus on expansion of existing customers, supporting growth with the Sales Team.
• Support and maintain existing customers to maintain satisfaction/quality and collaborate with the Sales Team and other departments.
• Develop short and medium‑term strategies with customers to secure and strengthen Stryker’s position.
• Communicate and negotiate fairly with customers using appropriate methods to maintain a profitable relationship.
• Observe market to strengthen own position and continually analyse the responsible area.
• Address challenges with customers and develop solutions with support from RSM/Sales Team.
• Participate in in‑house meetings to discuss organisational and business issues and enhance relevant knowledge and skills.
• Administer IT‑based customer database/CRM‑tool.

Clinical / Technical Expertise

• Serve as front‑line clinical and technical support to surgeons and hospital staff before, during and after procedures.
• Train and guide surgeons and staff in using Stryker’s Mako robot, including set‑up, breakdown and intra‑operative activities to ensure precise and successful outcomes.
• Use proprietary software to prepare pre‑operative CT scans and assist surgeons in implant planning, sizing and positioning.
• Troubleshoot and resolve robot technical issues independently or appropriately escalated.
• Partner with the Field Service team to ensure technical issues are resolved and maintenance delivered.
• Build knowledge of Stryker implants and instrumentation, mastering the robot and its different applications to become a trusted “go‑to” for all coverage types.
• Educate surgeons and staff on clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
• Complete Mako 101 and 201 training for all robotic‑assisted surgery applications; obtain certification for each required application to perform independent case coverage.
• Complete JR 101 and 201 training; develop understanding of all basic manual procedures.
• Develop competency to cover complex primary and revision hip and knee procedures.

Key Talents / Skill Requirements

• Excellent communication skills; proficiency in spoken and written English.
• Outgoing and persuasive manner, able to deal with people holding differing beliefs or values.
• Confidence and persistence.
• Patience and self‑motivation.
• Analytical and planning skills.
• Flexible approach to work and adapt to changes.
• Strong teamwork and networking skills.
• Commercial and business awareness.
• Valid driving license.
• Ability to discuss medical and economic issues with customers on an equal footing.
• Sales skills: challenge the customer appropriately.
• Assertiveness, service‑oriented, solution‑oriented.
• Oracle Retail experience (OR experience) – or similar.
• Learning skills: ability to apply new skills at any time, openness to new ideas.
• High self‑organisation and self‑employed orientation.
• Willingness to travel.
• Positive attitude and can‑do solution‑oriented approach.
• Self‑motivated, ownership of work.
• Collaborative partner; build and leverage relationships to drive continuous improvements and secure wins.
• Teamwork integral to the role.
• Goal‑oriented; thrive in fast‑paced environment, focus on patient/customer requirements.
• High ethics and integrity – fundamental to Stryker’s vision.

Qualifications / Experience

• Degree level education is advantageous.
• Experience in a related field desirable.
• Market knowledge and medical background preferred, especially in Physiotherapy – MSK.