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Product Support Specialist – Robotic Surgery (Mako RIO System)
About the Role
The Product Support Specialist will provide clinical product support to end users, delivering on-site guidance during robotic surgery procedures. You will train surgeons, OR staff, and physicians, ensuring optimal utilization of the MAKO RIO/Robotic Arm Interactive Orthopedic System. Additional responsibilities include:
- Supporting sales and marketing via strategic customer engagement
- Maintaining inventories, reporting case metrics, and driving product improvements
- Managing consigned equipment, instruments, implants, and disposables
Key Responsibilities
Clinical & Technical Support
- Provide hands-on support during robotic-assisted orthopedic surgery, ensuring proper equipment setup, precision instrument positioning, and seamless procedure execution
- Prepare pre-operative CT scans for advanced planning, coordinate implant sizing, and positioning in the RIO System
- Onboard and train surgeons, OR staff, radiology teams, and central sterile processing personnel on system, accessories, disposables, and implant use
- Submit quality-approved complaint reports and scope-of-problem resolutions aligned with company standards
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Customer Education & Account Growth
- Deliver training sessions, in-services, and customer education across assigned surgical accounts
- Execute product demonstrations at road-show events (road-shows) to showcase clinical value
- Address unassigned cases proactively when additional support is required
- Actively grow the adoption of the RIO System by increasing surgical volume with established and prospective surgeons
Sales & Cross-functional Collaboration
- Work directly with Sales Representatives and Marketing to elevate company visibility in the industry
- Forecast product needs, process sale orders, and maintain real-time inventory control for consigned items
- Build trust and rapport with KOLs (Key Opinion Leaders), surgeons, and OR teams to drive clinical success
Reporting & Process Improvement
- Compile detailed service reports for management, regulatory compliance, and internal stakeholders—covering case reviews and feedback for continuous improvements
- Receive, document, and monitor costs/credits on purchase orders for procedural consumables
Qualifications
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- Education: High school diploma required; preferential consideration for candidates with a Bachelor’s Degree in Business, Healthcare Technology, or a related field
- Technical Proficiency: Familiarity with ERP systems, Microsoft Access, Excel, and Word critical
- Experience:
- Prefer ≥2 years’ experience in Physiotherapy (MSK), sales, or clinical technical support (medical/orthopedic/pharmaceutical context desired)
- Proven ability to assist with patient implant selection based on written specifications and drive efficient workflows
- Soft Skills:
- Above-average interpersonal communication for working with surgeons, teams, and cross-functional partners
- Strong mathematical precision (key for inventory, volumes, and purchasing)
- Customer-centric mindset and does-not-sit solutions for both pre- and post-operative concerns
Notes:
- Position requires clinical mobility and possible overnight travel.
- No prior robotic surgery experience needed—on-the-job training provided.
- Role is with Stryker’s MAKO brand, part of a global organization committed to advancing orthopedic innovation.
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