Product Support Specialist in Nottingham

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, represents the company in the best possible light.
• Communicates essential benefits of products and their clinical applications.
• Acts with integrity and reactively delivers on commitments within the required timescales.
• Constructs a basic business plan with input from mentor/manager; daily, weekly, and monthly planning decided in partnership with mentor and RSM.
• Develops rapport, understands importance of relationships in selling, uses open questioning techniques to ascertain customer needs, and has good working knowledge of key brands.
• Uses customer troubleshooting opportunities to grow and protect the business.
• Understands that there are multiple stakeholders in the decision‑making process and asks appropriate questions to identify the stakeholders.
• Work is closely supervised, specific direction provided by more experienced staff, 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.
• Segments the sales area and focuses on expansion of existing customers, supports growing customers 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 with customers to secure/strengthen the Stryker position.
• Communicates and negotiates with customers to ensure a profitable and sustainable relationship.
• Observes market to strengthen own position and constantly analyses responsible area.
• Addresses challenges with customers and develops solutions with support of RSM/Sales Team.
• Participates in in‑house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills.
• Administrates 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 procedures.
• Trains and guides surgeons and staff in use of Stryker’s Mako robot including set‑up, breakdown and related intra‑operative activities.
• Uses proprietary software to prepare pre‑operative CT scans and assists surgeons in pre‑operative implant planning, sizing and positioning.
• Troubleshoots and solves technical issues related to the robot independently or escalates appropriately.
• Partners with Field Service team effectively to resolve technical issues and deliver maintenance.
• Builds knowledge of Stryker implants and instrumentation and masters the robot and its applications to become a trusted “go‑to” for all case coverage types.
• Educates surgeons and staff on 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 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, proficiency in spoken and written English.
• Outgoing and persuasive manner; deals well 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 licence.
• 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.
• Learning skills – applies new skills at any time; open to new ideas.
• High self‑organisation; self‑employment attitude.
• Willingness to travel.
• Positive attitude, a “can‑do” solution‑oriented approach.
• Self‑motivated; takes ownership of work.
• Collaborative partner; builds and leverages relationships to drive continuous improvements and secure wins.
• Teamwork is an integral part of this role.
• Goal‑oriented; thrives in fast‑paced environment, keeps patient/customer focus, delivers safe and robust solutions.
• High ethics & integrity; commits to doing the right thing.

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.