Stryker
Product Support Specialist
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Product Support Specialist
Product Support Specialist – Manual & Robotic
Location: Scotland Wide (with expected travel)
Position Summary
To grow Stryker’s Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimising customer service, expanding existing accounts through technical expertise.
The Product Support Specialist – Manual & Robotic provides clinical product support to end-users, offering guidance and assistance during Mako surgical procedures.
Essential Duties & Responsibilities
Core Responsibilities & Customer Engagement
- Commercial & Ethical Conduct: Embodies Stryker Citizen principles—treating customers and employees with respect while representing the company with integrity.
- Technicalelling: Communicates product benefits and clinical applications to customers.
- Customer Service Excellence: Actively delivers commitments with consistently strong response times.
- Business & Sales Skills:
- Builds partnerships using open questioning to understand customer needs.
- Collaborates with the sales team to identify upselling opportunities.
- Uses technical queries as a chance to secure and retain business.
- Stakeholder Awareness: Navigates multi-layered healthcare decision-making processes.
Technical & Clinical Support
- Serves as first-line clinical/technical support for surgeons and hospital teams pre-, intra-, and post-surgical procedures.
- Trains teams on using Stryker’s Mako robot, including set-up, operation, and teardown for optimal surgical success.
- Pre-operative support:
- Uses proprietary software to process CT scans for case planning.
- Assists surgeons with implant sizing and positioning.
- Troubleshooting: Resolves technical issues independently or escalates as required.
- Cross-functional collaboration: Works closely with Field Service to resolve maintenance and technical challenges.
- Comprehensive robot knowledge: Develops expertise to become the go-to resource for all robotic and manual procedure types.
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** entwickl Deutsch Goals & Account Management**
- Stays aligned with monthly, weekly, and daily targets set by mentor, Regional Sales Manager (RSM), and sales leadership team.
- Segments existing and growth-phase accounts, prioritising customer expansion with sales support.
- Proactive account maintenance: Ensures customer satisfaction through targeted relationship-building and mastering of revision and primary hip and knee surgeries.
Soft Skills & Proactive Engagement
- Communication & Negotiation: Negotiates with customers confidently to build profitable, sustainable relationships.
- Market Awareness: Analyzes trends and positions the business for growth.
- Problem-solving: Addresses customer challenges collaboratively with RSM/sales team.
- Knowledge Sharing: Participates in company forums to drive continual improvement.
- Database Management: Ensures accurate IT-based customer database/CRM updates.
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Key Talents & Skill Requirements
Technicalaped requirements
- Graduation to degree level preferred (any discipline).
- Physiotherapy MSK or medical background advantageous.
- Orthopaedic Reb Surgery (OR) experience advantageous.
- Familiarity with joint, hip, and knee product markets.
Personal Competencies
- Communication Skills: Exceptional verbal and written English.
- Commercial Acumen: Ponders economic and medical decision-making confidently.
- Sales Minded: Assertive, challenging customer assumptions and sustaining rapport.
- Problem-solving: Analytical, solution-focused, and results-driven.
- Work Ethic & Flexibility:
- High self-motivation and self-organisation.
- Travel flexibility critical.
- Relationship Building: Collaborative, trusting in teamwork.
- Adaptability: Thriving in a dynamic environment and learning new skills quickly.
- Ethics & Integrity: Aligns with Stryker’s core values.
About Stryker
Stryker, a recognised global leader in medical technology, shares a mission with its partners: to make healthcare better. The company applies innovation across:
- MedSurg | Neurotechnologies | Orthopaedics and Spine.
With an impact on 150+ million patients annually, Stryker champions safe, robust outcomes through alignment with customers and prospective patients.
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