Product Support Specialist

6 days ago

Maidenhead, Windsor and Maidenhead, United Kingdom Stryker UK Limited Full time
Job Summary

We are seeking a highly skilled Product Support Specialist to join our team at Stryker UK Limited. As a key member of our support team, you will provide clinical product support to end-users, provide on-site guidance and assistance during surgical procedures, and deliver training and education to assigned accounts.

Key Responsibilities
  • Provide surgeons and operating room staff with training and technical support in the operation of our robotic arm applications, associated equipment, and instruments to ensure ideal placement and precision.
  • Use proprietary software to prepare pre-operative CT scans for use with our RIO/Robotic Arm Interactive Orthopedic System, assist surgeons in preoperative implant planning, implant sizing, and positioning.
  • Provide complete reports and associated metrics to management, direct supervisor, and our regulatory department detailing case reviews, services performed, and recommendations for product, documentation, and methodology improvements.
  • Maintain and control local MAKO consigned equipment, instrument, implant, and disposables inventories, process sales orders, and provide forecast input to the District Sales Manager.
  • Support company road-show demonstrations and 'Showsite' visits to provide potential customers with the opportunity to see our product in use and appreciate its clinical value.
  • Train physicians and hospital personnel, including OR staff, radiology, and central sterile processing on the use of the RIO System, accessories, disposables, and implants.
  • Provide prompt and accurate complaint reports per the requirements of our quality system.
  • Solve product problems for customers in an expeditious manner.
  • Provide case coverage at unassigned accounts.
  • Support the development and execution of the sales plan, as well as grow the utilization of the RIO system by increasing volume with current and potential surgeons.
  • Actively sell the clinical benefits of our products and build strong, positive relationships with key surgeons and OR staff at targeted accounts.
  • Collaborate with Sales Representatives and Marketing to increase public awareness.
  • Obtain purchase orders for products consumed during surgical procedures and maintain and track consigned inventories of our products.
Requirements
  • High School diploma. Prefer Bachelor's Degree in business or a related technical field of study.
  • Demonstrated ability to apply office technology (e.g., ERP systems and Microsoft Access, Excel, and Word).
  • Prefer 2+ years' experience in a sales and/or technical environment (medical, pharmaceutical, or healthcare industry).
  • Demonstrated knowledge of customer service principles and processes.
  • Demonstrated knowledge of business administrative and clerical procedures and systems (e.g., word processing, file management, and record maintenance).
  • Demonstrated problem-solving and interpersonal communication skills.
  • Demonstrated ability to analyze and comprehend written specifications and assist customers with product selections that will comply with those specifications.
  • Demonstrated detail orientation.

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