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Field-based Product Support Specialist - Robotic Surgery (RIO System)
Location: [Specify country of requisition] Work Flexibility: 70% travel (Field-based role within a set territory) Company: Stryker
Brief Description: The Product Support Specialist will provide clinical product support for all end users in robotic surgery, ensuring optimal use of the RIO (Robotic Arm Interactive Orthopedic) System. This role combines technical training, clinical guidance, inventory management, and customer advocacy, with a focus on account growth and product improvement.
About the Role
The Field-based Product Support Specialist at Stryker will act as a go-to clinical and technical resource for surgeons, operating room staff, and healthcare facilities using the RIO System. This role blends medical expertise, sales support, and hands-on training to enhance product adoption, operational efficiency, and patient outcomes.
Key responsibilities include:
- Clinical & Technical Support: Assisting during surgical procedures, providing real-time guidance, and troubleshooting.
- Training & Education: Leading pre- and post-operative training, in-services, and customer education.
- Product Feedback: Gathering input to improve design, documentation, and clinical workflows.
- Sales & Account Growth: Supporting distribution channels, working with Sales Reps and Marketing, and driving case volume growth.
- Inventory & Logistics: Managing consigned equipment, implants, and disposables; processing sales orders and forecasts.
- Compliance & Reporting: Documenting case reviews, submissions for regulatory compliance, and quality system reporting.
- Public Relations: Demonstrating products in roadshows and "Showsite" visits to prospective customers.
Primary Responsibilities
Clinical & Technical Support
- Provide on-site assistance during surgical procedures to ensure ideal robotic arm alignment, precision, and performance.
- Use proprietary software to prepare pre-operative CT scans for implant sizing and positioning via the RIO System.
- Train surgeons, OR staff, and ancillary personnel (radiology, sterile processing) in system operation and handling of instruments, tools, and disposables.
- Submit prompt complaint reports adhering to Mako/Stryker quality system protocols.
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Customer Education & Account Development
- Deliver customized training programs (in-person and virtual) to assigned accounts, covering protocol adherence, troubleshooting, and efficiency.
- Foster long-term relationships with key surgeons and OR staff, promoting increased product utilization and account growth.
- Partner with Sales Reps, Marketing, and Material Planning to enhance public awareness and adoption of the RIO System.
Administrative & Inventory Management
- Maintain local Mako/Stryker consigned equipment, implants, tools, and disposables inventories.
- Process sales orders and provide forecast inputs to the District Sales Manager for stock replenishment.
- Capture detailed case reports, metrics, and recommendations for improvement in methods, documentation, and product enhancements.
- Meet stocking and order management targets to support seamless surgical workflows.
Qualifications & Requirements
Education & Experience
- High school diploma or equivalent (a Bachelor’s degree in Business, Healthcare Administration, or a related technical field is preferred).
- 2+ years of related experience in one or more of these areas:
- Medical sales/commercial support (medical devices, pharmaceutical, or healthcare).
- Physiotherapy/Musculoskeletal (MSK) clinical support (preferably in orthopedics or robotic-assisted surgery).
- Technical training/consultation (demonstrating products and providing hands-on guidance to practitioners).
- Sales/marketing support in a B2B clinical environment.
Skills & Competencies
- Computing proficiency:
- Microsoft Office (Excel, Word, Access) for reporting, inventory management, and data analysis.
- Enterprise Resource Planning (ERP) systems used in healthcare▔▔▔glia▔cycle sales.
- Technical competencies:
- Understanding of musculoskeletal (MSK) diagnostics, implant sizing, and robotic-assisted surgery workflows.
- Ability to interpret medical specs and offer tailored solutions to customer needs.
- Communication & Soft Skills:
- Exceptional verbal/written communication for training, customer interactions, and conflict resolution.
- Detail orientation: Accuracy in surgery documentation, inventory, and problem-solving.
- Problem-solving: Quickly diagnosing and resolving equipment or workflow challenges.
- Customer-Centric Mindset:
- Proven experience in customer service, account management, or clinical training.
- Ability to build rapport with surgeons and OR teams, ensuring sustained engagement.
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Benefits
Joining Stryker offers a dynamic career in a global healthcare leader known for innovation, impact, and recognition as one of the:
📌 World’s Best Workplaces®
- A culture driven to "make healthcare better" every day.
Key employee benefits include:
- Competitive compensation with performance incentives.
- Medical, dental, vision, disability, and life insurance—including global coverage options.
- Ring-fenced opportunity for PTO (Paid Time Off) to support work-life balance.
- Training and professional development programs to advance expertise.
- Opportunities to participate in healthcare innovation and advanced technology initiatives.
- Flexibility in career growth—rolling out programs to help employees יזamente build their profile globally.
Work Arrangement & Travel
- Field-based role: 70% travel (majority of time spent at customer facilities within a defined geographic territory).
- Requires regular on-site presence at healthcare facilities, hospital offices, clinics, and research centers.
- While the role allows for remote or hybrid elements, the focus remains field-based with a mandate to support distribution of the RIO System accurately and proactively.
Note: + Applicants must be legally authorized to work in the country where the requisition is posted.
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