Associate Product Support Specialist - Robotic - West of Scotland in Glasgow

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Position Summary

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 Associate Product Support Specialist – Robotic provides clinical product support to end users along with guidance and assistance during Mako surgical procedures across the West of Scotland, with a role in supporting the rest of the team with case planning and Mako administration. This is a training role, building experience to progress to a Product Support Specialist role.

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; daily, weekly, and monthly planning decided in partnership with mentor and RSM.
• Sales Skills: develops rapport, understands the importance of relationships in selling, uses open questioning techniques to ascertain customer needs and has good working knowledge of key brands to open opportunities for the sales team.
• Commercial Awareness: understands that there are multiple stakeholders in the decision‑making process and asks appropriate questions to identify the stakeholders.
• Discretion/Latitude/Impact: work is closely supervised; keeps supervisor informed regularly on status of work. Achieves sales results in line with the annual sales target and KPI metrics.
• Plans, prioritises, and executes required activities and customer support.
• Segmentates the sales area and focuses on the expansion of existing customers, as well as support for growing customers together with the Sales Team.
• Supports/maintains existing customers to maintain customer satisfaction/quality and collaborates with the Sales Team and other departments.
• Develops short and medium‑term strategies in collaboration with the customer to secure/strengthen the Stryker position.
• Communicates and negotiates on an equal footing with customers, using reasonable and appropriate methods to ensure a profitable and sustainable relationship.
• Conducts market observations to strengthen own position and constantly analyses the responsible area.
• Addresses challenges with the customer and develops solutions (with support of RSM/Sales Team).
• Participates in in‑house meetings to discuss organisational, development, and business issues and enhance relevant knowledge and skills.
• Administers IT‑based customer database/CRM‑Tool.

Clinical/Technical Expertise

• Serves as front‑line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
• Trains and guides 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.
• Uses proprietary software to prepare pre‑operative CT scans for assigned cases and assists surgeons in pre‑operative implant planning, implant sizing and positioning.
• Troubleshoots and solves technical issues related to the robot independently or escalates field issues appropriately.
• Partners with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
• Builds knowledge of Stryker implants and instrumentation and masters the robot and its different applications to become a trusted “go‑to” for all case coverage types (robotic and manual).
• Educates surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
• Completes Mako 101 and 201 training for all robotic‑assisted surgery applications; obtains certification for each application needed to perform independent case coverage.
• Completes JR 101 and 201 training and develops an understanding of all basic manual procedures.
• Develops ability to competently cover complex primary and revision hip and knee procedures.

Key Talents / Skill Requirements

• Excellent communication skills with proficiency in spoken and written English.
• Outgoing and persuasive manner and ability to deal with people who hold differing beliefs or values.
• Confidence and persistence.
• Patience and self‑motivation.
• Analytical and planning skills.
• Flexible approach to work to adapt to changes.
• Strong teamwork and networking skills.
• Commercial and business awareness.
• Valid driving license.
• Ability and self‑confidence to meet the customer on an equal footing to discuss medical and economic issues.
• Sales Skills – challenge the customer.
• Assertiveness.
• Service and solution oriented.
• OR experience – desirable.
• Learning skills – ability to apply new skills at any time; open to new ideas.
• High self‑organization skills.
• Willingness to travel.
• Positive attitude, a "can do" solution‑orientated approach to succeed.
• Self‑motivated; takes ownership of work.
• Collaborative partners; builds and leverages relationships to bring together ideas, data and insights to drive continuous improvements and ultimately secure wins within one’s own team and other teams/functions across the business.
• Teamwork is an integral part of this role.
• Goal oriented; thrives in a fast‑paced environment and stops at nothing to achieve goals while keeping the patient/customer focus.
• High ethics & integrity; wins in the right way, a fundamental building block of Stryker’s vision.

Qualifications / Experience

• Degree level higher education advantageous.
• Market knowledge and medical background preferred.
• First professional experience in sales of capital goods or consumables requiring explanation or experience in clinics/OR.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.