Product Support Specialist West of Scotland FTC in Newbury

Overview

Job Description: Product Support Specialist – Manual & Robotic – West of Scotland – 18 month MAT Leave cover

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 Product Support Specialist – Manual & Robotic provides clinical product support to end users along with guidance and assistance during Mako surgical procedures.

Responsibilities

• Demonstrates outstanding ethics, treats customers and employees with respect, 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 to ascertain needs, and has working knowledge of key brands to open opportunities for the sales team.
• Commercial Awareness: Understands multiple stakeholders in decision-making and identifies stakeholders.
• Discretion/Latitude/Impact: Work is closely supervised with direction from more experienced staff; regular status updates to supervisor.
• Achieve sales results in line with annual sales target and KPI metrics.
• Planning, prioritizing, and executing required activities and customer support.
• Segmentation of the sales area and focus on expanding existing customers and supporting growth with the Sales Team.
• Support/maintenance of existing customers to maintain satisfaction and quality, collaborating with Sales Team and other departments.
• Development of short/medium-term strategies with customers to secure/strengthen Stryker position.
• Effective communication and negotiation with customers to ensure profitable, sustainable relationships.
• Market observations to strengthen position and analysis of responsible area.
• Address challenges with customers and develop solutions with support of RSM/Sales Team.
• Participate in in-house meetings to discuss organizational, development, and business issues and enhance knowledge and skills.
• Administration of 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 surgical procedures.
• Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot including setup, 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 escalate appropriately.
• Partner with Field Service team to ensure issues are resolved and maintenance is delivered.
• Build knowledge of Stryker implants and instrumentation and mastery of the robot to become a trusted go-to for all case 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 robotic applications and obtain certification for each application needed to perform independent case coverage.
• Complete JR 101 and 201 training and understand basic manual procedures.
• Develop ability to competently cover complex primary and revision hip and knee procedures.

Key Talents / Skills

• Excellent communication skills in English (spoken and written).
• Outgoing and persuasive with the ability to work with diverse beliefs or values.
• Confidence and persistence.
• Patience and self-motivation.
• Analytical and planning skills.
• Flexible and adaptable to change.
• Strong teamwork and networking skills.
• Commercial and business awareness.
• Valid driving license.
• Ability to discuss medical and economic issues with customers on equal footing.
• Sales skills – challenge the customer.
• Assertiveness; service and solution orientation.
• OR experience.
• Learning ability and openness to new ideas.
• Self-organization and willingness to travel.
• Positive, solution-oriented attitude; focused on patient/customer requirements.
• Self-motivated; ownership of work.
• Collaborative, builds and leverages relationships to drive improvements and wins across teams.
• Teamwork is essential.
• Goal-oriented with safe, robust solutions focused on patient/customer needs.
• High ethics & integrity as a core value.

Qualifications / Experience

• Higher education advantageous.
• Market knowledge and medical/engineering background preferred.

Preferred

• Professional experience in sales of capital goods or consumables requiring explanation, or many years of experience in clinics/OR.
• 0-1 years sales experience with diploma in related field.

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.