Product Support Specialist – Manual & Robotic

Product Support Specialist – Manual & Robotic – East Scotland

Job Title: Product Support Specialist – Manual & Robotic

Job Location: Edinburgh, UK

Job Location Type: Hybrid

Job Contract Type: Full-time

Job Seniority Level: Associate

Position Summary

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.

Essential Duties & Responsibilities

• Stryker Citizen always demonstrates outstanding ethics. Treats customers and employees with respect, represents the company in the best possible light.
• Communicates essential benefits of products and their clinical applications.
• Acts with integrity and reacts to deliver on commitments within required timescales.
• Constructs a basic business plan with input from mentor/manager. Daily, weekly, and monthly planning decided in partnership with mentor and RSM.
• Develops rapport and uses open questioning techniques to ascertain customer’s needs, maintaining knowledge of key brands to open opportunities for the sales team to sell.
• Uses customer troubleshooting opportunities to grow and protect the business.
• Understands that there are multiple stakeholders in the decision-making process and asks appropriate questions to identify the stakeholders.
• Work is closely supervised; keeps supervisor informed regularly on status.
• Achieves sales results in line with the annual sales target and KPI metrics.
• Plans, prioritizes, and executes required activities and customer support.
• Segments the sales area and focuses on expansion of existing customers, plus support for growing customers together with the Sales Team.
• Supports/maintains existing customers to maintain satisfaction and quality, collaborating with Sales Team and other departments.
• Develops short‑ and medium‑term strategies in collaboration with the customer to secure/strengthen Stryker position.
• Communicates and negotiates with customers to ensure a profitable and sustainable relationship.
• Observes market to strengthen own position and constantly analyses responsible area.
• Addresses challenges with customers and develops solutions with support of RSM/Sales Team.
• Participates in in‑house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills.
• Administrates IT‑based customer database/CRM tool.

Clinical/Technical Expertise

• Serves as front‑line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
• Trains and guides surgeons and hospital staff in the use of Stryker’s Mako robot, including set‑up, breakdown and intra‑operative activities to ensure precise and successful surgical outcomes.
• Uses proprietary software to prepare pre‑operative CT scans, assists surgeons in implant planning, sizing and positioning.
• Troubleshoots and solves technical issues related to the robot independently or escalates matters appropriately.
• Partners with Field Service team to resolve technical issues and deliver maintenance.
• Builds knowledge of Stryker implants and instrumentation and mastery of robot applications to become a trusted “go‑to” for all case coverage types (robotic and manual).
• Educates surgeons and staff on clinical benefits of the robot and best practices.
• Completes Mako 101 and 201 training for all robotic‑assisted surgery applications; obtains required certification.
• Completes JR 101 and 201 training and develops understanding of all basic manual procedures.
• Develops ability to cover complex primary and revision hip and knee procedures competently.

Key Talents / Skill Requirements

• Excellent communication skills, proficiency in spoken and written English.
• Outgoing and persuasive manner; ability to deal with people holding differing beliefs or values.
• Confidence and persistence.
• Patience and self‑motivation.
• Analytical and planning skills.
• Flexible approach to work; adaptable to changes.
• Strong teamwork and networking skills.
• Commercial and business awareness.
• Valid driving license.
• Ability to meet customers on an equal footing to discuss medical and economic issues.
• Sales skills – challenges the customer.
• Assertiveness.
• Service and solution oriented.
• OR experience.
• Learning skills – ability to apply new skills at any time; open to new ideas.
• High self‑organization; self‑employment mindset.
• Willingness to travel.
• Positive attitude; “can‑do” solution‑oriented approach.
• Self‑motivated; takes ownership of work.
• Collaborative partner; builds and leverages relationships to drive continuous improvements.
• Teamwork integral to role.
• Goal‑oriented; thrives in fast‑paced environment; keeps patient/customer requirements at focus, delivers safe and robust solutions.
• High ethics & integrity; wants to win the right way; fundamental building block of Stryker’s vision.

Qualifications / Experience

• 0–1 year sales experience with a Diploma in related field; higher education advantageous.
• Market knowledge and medical background preferred.
• First professional experience selling capital goods or consumables requiring explanation, or many years experience in clinics / OR.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.

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