Product Support Specialist

3 weeks ago

London, United Kingdom Stryker Group Full time

We are proud to be named one the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Learn more about our employee referral program
To grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimizing customer service, growing existing accounts through technical expertise.
The Product Support Specialist – Manual & Robotic provides clinical product support to end users along with guidance and assistance during Mako surgical procedures.
Customer Service: Using open questioning techniques to ascertain customer's needs and has good working knowledge of key brands to open opportunities for the sales team to sell. Uses customer troubleshooting opportunities to grow and protect the business.
Commercial Awareness: Understands that there are multiple stakeholders in the decision-making process and asks appropriate questions to identify the stakeholders.
Planning, prioritizing, and executing of required activities and customer support.
Segmentation of the sales area and define a focus on the expansion of existing customers, as well as support for growing customers together with the Sales Team
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.
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)
Participate 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.
Complete Mako 101 and 201 training for all robotic-assisted surgery applications. Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
Excellent communication skills with proficiency in spoken and written English.
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
Service and solution oriented
Self-employment: Willingness to travel
Collaborative partners, you build and leverage relationships to bring together ideas, data and insights to drive continuous improvements and ultimately to secure wins within your own team as well as in other teams/functions across the business.
High Ethics & Integrity, we want you to win in the right way, that’s a fundamental building block of Stryker’s vision of being the most admired company in healthcare.
0-1 years Sales experience with Diploma in related field. Market knowledge and Medical Background preferred
~ First professional experience in sales of capital goods or consumables requiring explanation or many years of experience in clinics / OR

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes.

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