Stryker
Product Support Specialist
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Product Support Specialist – Manual & Robotic
Orthopaedic Product Support Team
About the Role
To drive growth in Stryker’s Joint Replacement business, this role promotes Hip and Knee products to Orthopaedic Surgeons while enhancing customer service and expanding existing accounts through technical expertise.
The Product Support Specialist provides clinical product support to end users, including guidance during Mako robotic surgical procedures.
Key Responsibilities
General Duties & Professional Conduct
- Act as a Stryker Citizen, demonstrating outstanding ethics and treating customers/employees with respect while maintaining the company’s reputation.
- Ensure clinical product knowledge, communicating key benefits and applications.
- Act with integrity to deliver commitments within agreed timescaces.
Sales & Business Development
- Develop customer relationships through rapport-building, active listening, and collaborative planning.
- Segment sales territory, focusing on:
- Growth of existing accounts
- Innovation through open questioning to identify needs
- Protection/growth of business via customer troubleshooting opportunities
- Achieve annual sales targets/KPIs and align with strategic business planning.
- Strengthen Stryker’s position via short-to-medium-term customer strategies.
Customer Service & Support
- Segment & prioritise activities for customer support and collaboration with Sales Team.
- Drive customer satisfaction through proactive maintenance and issue resolution.
- Leverage CRM tools (IT-based customer databases) to track and analyse engagements.
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Clinical & Technical Expertise
- Frontline support during Hip, Knee, manual, and robotic procedures with surgeons and staff.
- Train & educate on Stryker Mako robot usage (setup, breakdown, intraoperative best practices).
- Pre-operative software training (CT scans, implant planning, sizing, and positioning).
- Troubleshoot technical issues with independent resolution, escalating challenges as needed.
- Collaborate with Field Service teams for maintenance and resolution.
- Demonstrate mastery of Stryker implants and intraoperative procedures (primary/revision cases).
- Educate surgeons on clinical benefits, foster Mykompanion and live savings analysis.
Continuing Development (Training & Certification)
- Complete mandatory training:
- Mako 101 & 201 for all robotic-assisted applications.
- JR 101 & 201 (manual procedures) foundation understanding.
- Gain certification required for independent robotic content coverage.
- Develop procedural competency in complex procedures.
Key Talents & Requirements
Personal Attributes
- Excellent communication, persuasiveness (fluent in spoken/written English).
- Adaptability, resilience, analytical thinking, organisation.
- Collaborative mindset, with strong teambuilding networking skills.
- Patience, commercial awareness, solution-oriented approach.
- Valid driving licence.
- Confidence in engaging stakeholders (equally) on clinical/economic challenges.
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Technical & Functional Competencies
- Sales-focused mindset with assertiveness and strategic questioning.
- Self-motivation & clear ownership of objectives.
- Self-learning adaptability to master new or complex procedures.
- Market intelligence to continuously refine approach.
Compliance & Commitment
- Integrity & professional ethics—aligns Stryker’s "right way to win" ethos.
- Willingness to travel for deployments.
- Patient-centric mindset—resolving challenges with safe, robust solutions.
Stryker Shaping health and humanity. Pain less. Life more. Together, we are driving continuous improvement to make global healthcare better. In the field of Orthopaedics & Spine, our vision is a world where no one lives with joint pain or mobility limitations. Life-altering connecting solutions are the cornerstone of that goal. Every day, our teams & customers change the odds for more than 150 million patients worldwide.
Note: OR experience is a benefit but not mandatory.
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