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

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, and supports the team with case planning and Mako administration. This is a training role that builds experience for progression to a full Product Support Specialist.

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 delivers on commitments within 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 them.
• Discretion/Latitude/Impact: Work is closely supervised, and specific direction is provided by more experienced staff. Keeps supervisor informed regularly on status of work; failure to achieve results can normally be overcome without serious effect on revenue or budget.
• Achieve sales results in line with the annual sales target and KPI metrics.
• Planning, prioritising, and executing required activities and customer support.
• Segmentation of the sales area and focus on expansion of existing customers, along with support for growing customers together with the Sales Team.
• Support/maintenance of existing customers to maintain satisfaction/quality and collaborate with the Sales Team and other departments.
• Development of short‑ and medium‑term strategies in collaboration with the customer to secure/strengthen the Stryker position.
• Good communication and negotiation on an equal footing with customers, using reasonable and appropriate methods to ensure a profitable and sustainable relationship.
• Market observations to strengthen own position and constant analysis of responsible area.
• Address challenges with the customer and develop solutions (with support of RSM/Sales Team).
• Participate in in‑house meetings to discuss organisational, development, and business issues and enhance relevant 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 set‑up, breakdown, and related intra‑operative activities to ensure precise and successful outcomes.
• Use proprietary software to prepare pre‑operative CT scans for assigned cases and assist surgeons in pre‑operative implant planning, sizing, and positioning.
• Troubleshoot and solve technical issues related to the robot independently or field‑escalate matters appropriately.
• Partner with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
• Build knowledge of Stryker implants and instrumentation and master the robot and its different applications to become a trusted “go‑to” for all case coverage types (robotic and manual).
• Educate surgeons and staff on the 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, and obtain certification for each application needed to perform independent case coverage.
• Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
• Develop 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, able 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 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 – desirable.
• Learning skills – ability to apply new skills at any time; open to new ideas.
• High self‑organisation skills, self‑employment‑style.
• Willingness to travel.
• Positive attitude, a “can‑do” solution‑oriented approach to succeed.
• Self‑motivated, takes ownership of work.
• Collaborative partners who build and leverage relationships to bring together ideas, data and insights for continuous improvement and win‑rate enhancement.
• Teamwork is an integral part of this role.
• Goal‑oriented; thrives in a fast‑paced environment, keeps the patient/customer and their requirements squarely in focus, and delivers safe and robust solutions.
• High ethics & integrity; wins in the right way, a cornerstone of Stryker’s vision to be the most admired company in healthcare.

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 / operating rooms.

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, helping improve patient and healthcare outcomes worldwide.