Product Support Specialist in Brentwood

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

• Always demonstrate outstanding ethics, treat customers and employees with respect, and represent 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 the required timescales.
• Construct a basic business plan with input from mentor/manager.
• Develop rapport, understand the importance of relationships in selling, and use open questioning techniques to ascertain customer needs.
• Convert customer troubleshooting opportunities into sales opportunities and protect the business.
• Understand that there are multiple stakeholders in the decision‑making process and ask appropriate questions to identify the stakeholders.
• Work closely under supervision, keep supervisor informed regularly, and meet sales results in line with the annual target and KPI metrics.
• Plan, prioritise, and execute required activities and customer support.
• Segment the sales area and focus on expanding existing customers while supporting new ones with the Sales Team.
• Support / maintain existing customers to maintain satisfaction and quality, collaborating 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 with customers to ensure a profitable and sustainable relationship.
• Use market observations to strengthen own position and constantly 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, development, 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 surgical procedures.
• Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot.
• Use proprietary software to prepare pre‑operative CT scans and assist surgeons with implant planning.
• Troubleshoot and solve technical issues related to the robot independently or with appropriate escalation.
• Partner with the Field Service team to resolve technical issues and ensure maintenance.
• Build knowledge of Stryker implants and instrumentation and master the robot and its applications.
• 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 needed application.
• Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
• 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, 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 to meet the customer on an equal footing to discuss medical and economic issues.
• Sales skills – challenge the customer.
• Assertiveness, service and solution orientation.
• OR experience.
• Learning skills – open to new ideas and able to apply new skills at any time.
• High level of self‑organization and self‑employed mindset.
• Willingness to travel.
• Positive attitude and can‑do solution oriented approach.
• Self‑motivated, take ownership of work.
• Collaborative partner, building and leveraging relationships for continuous improvement.
• Teamwork integral to the role.
• Goal‑oriented, thrive in fast‑paced environment, keep patient/customer focus.
• High ethics and integrity.

Stryker is a global leader in medical technologies. 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.

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