Product Support Specialist - Joint Replacement, Northern Ireland; FTC

Overview

The Product Specialist is tasked with supporting the growing Stryker Joint Replacement business in Chester and North Wales area by promoting Hip and Knee products to Orthopaedic Surgeons and optimizing customer service, growing existing accounts through technical expertise. The Product Support Specialist provides clinical product support to users with guidance and assistance during Mako surgical procedures. This is an individual contributor role that requires the use of judgement in applying professional expertise and is expected to work independently with minimal supervision.

The job requires professional knowledge gained through substantial applicable work experience, to supplement formal knowledge, in order to apply principles and concepts of own subject/technical discipline in resolving issues as they arrive. The job requires attention to detail in making evaluative judgements based on the analysis of factual information. This job typically requires a degree or equivalent and a minimum of 2 or more years clinical experience.

• Support/maintenance of existing customers to maintain customer satisfaction/quality and collaboration with the Sales Team and other departments.
• Development of short and medium-term strategies in collaboration with the customer to secure/strengthen the Stryker position.
• Good communication and negotiation on an equal footing with customers, using reasonable and appropriate methods to ensure a profitable and sustainable relationship.
• Market observations to strengthen own position and constant analysis of responsible area.
• Address challenges with the customer and develop solutions (with support of RSM/Sales Team).
• Participation in in-house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills.
• Administration of IT based customer database/CRM-Tool.

• Serve as front-line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
• Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot including set-up, breakdown and related intra-operative activities to ensure precise and successful surgical outcomes.
• Use proprietary software to prepare pre-operative CT scans for assigned cases and assist surgeons in pre-operative implant planning, implant sizing and positioning.
• Troubleshoot and solve technical issues related to the robot independently or field escalation matters appropriately.
• Partner with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
• Build knowledge of Stryker implants and instrumentation and mastery of the robot and its different applications in order to become a trusted “go-to” for all case coverage types (robotic and manual).
• Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
• Complete Mako 101 and 201 training for all robotic-assisted surgery applications. Obtain certification for each application needed to perform independent case coverage.
• Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
• Develop ability to competently cover complex primary and revision hip and knee procedures.

• Excellent communication skills with proficiency in spoken and written English.
• Outgoing and persuasive manner and ability to deal with people who hold differing beliefs or values.
• Confidence and persistence.
• Patience and self-motivation.
• Analytical and planning skills.
• Flexible approach to work to adapt to changes.
• Strong teamwork and networking skills.
• Commercial and business awareness.
• Valid driving license.
• Ability and self-confidence to meet the customer on an equal footing to discuss medical and economic issues.
• Sales Skills – challenge the customer.
• Assertiveness.
• Service and solution oriented.
• OR experience.
• Learning skills – Ability to apply new skills at any time. Is open to new ideas.
• Self-employment:
  High self-organization skills.
• Willingness to travel.
• Positive attitude, a "can do" solution orientated approach to succeed.
• Self-moti…