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Product Support Specialist
Product Support Specialist – Robotic Surgery (Mako – Stryker)
About the Role
The Product Support Specialist will provide clinical product support to end users—including surgeons and operating room staff—during surgical procedures using robotic arm technologies (RIO Robotic Arm Interactive Orthopedic System). This role blends technical expertise, training, and customer advocacy to ensure seamless implementation, optimal product performance, and continuous improvement in healthcare delivery.
Key Responsibilities
Clinical & Technical Support
- Provide on-site guidance and troubleshooting during surgeries to optimise robotic system operation and instrument precision
- Collaborate with surgeons and OR teams to achieve ideal implant placement, sizing, and orientation using proprietary software
- Ensure procedural compliance and accurate use of Mako’s orthopedic robotics and associated instruments
Customer Training & Education
- Deliver pre- and post-operative training to physicians, OR staff, radiology teams, and central sterile processing personnel
- Conduct in-services and demonstration clinics to highlight the clinical benefits of the RIO System and enhance user proficiency
- Assign, coach, and support dedicated surgeon accounts with tailored procedure coaching
Product & Process Improvement
- Prepare and submit comprehensive case reviews, metrics, and QA reports to regulatory and management teams
- Feed feedback into product design improvements to refine performance, usability, and customer satisfaction
- Facilitate post-operative follow-ups and process evaluations to identify areas for refinement
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Inventory & Sales Operations
- Manage consigned inventory (equipment, implants, and disposables) per company policies
- Process sales orders, update forecast data for District Sales Managers, and ensure stock availability for surgical procedures
- Monitor and reconcile utilisation metrics to track ROI and volume growth
Field & Sales Visits
- Represent Mako at trade exhibitions, roadshows, and Showsite visits to showcase products and demonstrate clinical value to potential clients
- Acknowledge and resolve customer complaints within Mako’s quality system timelines
- Cover unscheduled surgical cases when not assigned to a specific rostered account
Account Growth & Sales Collaboration
- Assist Sales Representatives and Marketing in brand awareness campaigns, ** biliary education outreach**, and value-driven discussions
- Activate case volume growth by engaging high-performing surgeons, analysing case experience data, and identifying barriers to usage
- Foster long-term partnerships with surgeons and OR teams to drive surgical efficiency and patient outcomes
Requirements
Education & Experience
- Minimum: High School diploma
- Preferred: Bachelor’s degree (any field)
- Preferably:
- 2+ years in surgical support, physiotherapy (MSK focus), sales, technical support, or healthcare-related industries (e.g., medical technology, pharmaceuticals)
- Background in ERP systems, medical software, clinical tools, or healthcare operations
Technical & Administrative Skills
- Proficiency using Microsoft Office (Excel, Word, Access), medical databases, or product information management tools
- Demonstrable patient safety awareness and surgical workflow efficiency knowledge
- Experience with:
- Surgical orthopedic markets
- Imaging software and pre-operative planning tools
- Customer service protocols, complaint handling, and CRM systems
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Soft Skills & Competencies
- Strong problem-solving ability and willingness to troubleshoot technical issues in real-time
- Technical aptitude for robotic software, hardware, and ancillary devices
- Communication: Ability to translate complex clinical data into actionable training (adaptable to varying audience proficiency levels)
- Relationship-building: Must foster a trust-based advocacy role with surgeons, hospitals, and sales teams
- Organisational excellence: Detail-oriented yet adaptable to prioritise urgent surgical demand and process demands
Benefits of Joining Stryker
Stryker offers a values-driven workplace dedicated to improving patient and clinician lives. Key benefits include: ✔ Competitive salary and performance bonuses tied to client success ✔ Career progression within sales, R&D, clinical services, or management ✔ Complimentary industry certifications (e.g., surgical navigation or robotic training) ✔ Global opportunities aligned with AR/VR surgical innovations and emerging robotic techniques
Stryker is an equal opportunities employer. We celebrate diversity and are committed to inclusivity across all backgrounds.
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