Stryker
Product Support Specialist
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**Product Support Specialist – Robotic Surgery (RIO System) |
About the Role
The Product Support Specialist will provide clinical product support, on-site guidance, and technical assistance to surgeons and operating room staff (OR) during robotic surgery procedures. This role involves training, education, and problem-solving to ensure optimal usage of Mako/ Stryker’s Robotic Arm Interactive Orthopedic (RIO) System, as well as related software, implants, and instruments.
Key responsibilities include:
- Training and education for surgeons, OR personnel, and hospital staff
- CT scan software support for preoperative planning, sizing, and positioning
- Customer feedback & product improvement via case reviews and reports
- Inventory management of consigned equipment, implants, and disposables
- Sales and marketing support for roadshows, demos, and account growth
Key Responsibilities
Clinical & Technical Support
- Provide real-time, on-site guidance during surgical procedures involving RIO/ Robotic Arm Orthopedic Systems
- Train physicians, OR teams, radiology staff, and central sterile processing departments on system operation and use of associated accessories
- Solve product-related issues promptly and file accurate complaint reports as per Mako’s quality systems standards
Preoperative & Surgical Assistance
- Prepare and process CT scans in proprietary software to guide implant planning, sizing, and positioning
- Work with surgeons to optimize RIO system placement for maximum precision and efficiency
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Administration & Inventory Management
- Maintain and control local business inventories of RIO-enabled instruments, implants, and disposables
- Process sales orders and provide inventory forecasts to the District Sales Manager
- Generate detailed case reports, metrics, and recommendations for product improvements
Sales & Account Growth
- Support company roadshows and prospective customer demos, demonstrating value in real-world robotic surgery
- Help increase usage volume of the RIO system among targeted surgeons
- Collaborate with Sales & Marketing to enhance public awareness, account engagement, and customer satisfaction
- Obtain and track purchase orders for consumables used in procedures
- Grow accounts by reinforcing the clinical benefits of products and developing strong relationships with key stakeholders
Cross-Functional Engagement
- Partner with different teams to sell clinical advantages, guide account growth, and increase case volume
- Assist in sales plan execution, ensuring the RIO system achieves optimal utilization
Requirements
Educational & Technical Needs
- High School Diploma (preference given to a Bachelor’s Degree in Business, Technical Field, or Healthcare-related discipline)
- Demonstrated proficiency in business administration and technology:
- Microsoft Excel, Access, and Word
- ERP (Enterprise Resource Planning) Systems
- Problem-solving & process documentation
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Industry & Experiential Experience
- Preferred: 2+ years in Physiotherapy (MSK), Sales, Technical, Healthcare, or Medical/Pharma environments
- Strong understanding of:
- Customer service principles and effective client interactions
- Medical inventory management, order processing, and progress tracking
- Analytical thinking to interpret technical specifications and recommendations
Soft Skills & Attitude
- Exceptional interpersonal skills for training and collaboration
- High detail orientation, critical for surgical accuracy and compliance
- Strong communicator, conveying technical insights clearly
- Proactive and solution-oriented attitude for issue resolution
Benefits (Implied)
While the original posting does not outline explicit benefits, the role reflects healthcare-driven purpose within a global leader—Stryker—which likely provides:
- Healthcare/medical benefits
- Professional development opportunities
- Competitive salary and growth potential in medical technologies
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