Product Support Specialist

Provide clinical product support to all end users and provide on-site guidance and assistance during surgical procedures. Provide training, ongoing in-services, and customer education to assigned account(s). Provide feedback on product design to improve performance and customer satisfaction.

Responsibilities

• Provide surgeons and operating room staff with training and Clinical/Technical support in the operation of the company’s 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 the company’s RIO/ Robotic Arm Interactive Orthopedic System; assist the surgeon in preoperative implant planning, implant sizing and positioning.
• Provide complete reports and associated metrics to management, direct supervisor and regulatory department detailing case reviews, services performed and recommendations for product, documentation and methodology improvements.
• Maintain and control local MAKO consigned equipment, inventories of instruments, implants and disposables; process sales orders and provide forecast input to the District Sales Manager.
• Support road-show demonstrations and Showsite visits to provide potential customers with opportunities to see the product in use and understand 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 the company’s quality system.
• Resolve product problems for customers in an expeditious manner.
• Provide case coverage at unassigned accounts.
• Support the development and execution of the sales plan and grow the utilization of the RIO system by increasing volume with current and potential surgeons.
• Actively communicate the clinical benefits of the 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 the company’s products.
• Partner with cross-functional teams to drive continuous account growth and case volume.

Qualifications

• 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 to assist customers with product selections that comply with those specifications.
• Demonstrated detail orientation.

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