About this role
The Product Support Specialist - Manual & Robotic provides frontline clinical product support to surgeons and hospital end users, including guidance during Mako surgical procedures. The role also supports business growth by promoting Hip and Knee products, optimizing customer service, and helping achieve annual sales targets and KPI metrics.
Key Responsibilities
- Provide clinical product support to end users
- Provide guidance and assistance during Mako surgical procedures
- Promote Hip and Knee products to Orthopaedic Surgeons and support Joint Replacement growth
- Troubleshoot customer needs and protect the business through technical expertise
- Administer IT based customer database/CRM-Tool and support planning and KPIs
Technical Overview
This is a clinical/technical support role in joint replacement, centered on supporting Manual & Robotic workflows and assisting during Mako surgical procedures. It also includes operational responsibilities like troubleshooting, stakeholder communication, and maintaining customer records in a CRM-Tool.
Ideal Candidate
The ideal candidate is a customer-facing healthcare technology professional who can deliver clinical product support and guidance for Mako surgical procedures. They have strong customer troubleshooting skills, can communicate product benefits to orthopaedic surgeons, and are comfortable managing customer data in a CRM-Tool while supporting sales targets and KPIs.
Must-Have Skills
clinical product support to end usersguidance and assistance during Mako surgical proceduresability to communicate essential benefits of products and their clinical applicationscustomer troubleshootingadministration of IT based customer database/CRM-Tool
Nice-to-Have Skills
experience optimizing customer serviceexperience with in-house meetings to discuss organizationaldevelopmentand business issues
Tools & Platforms
CRM-ToolIT based customer database
Required Skills
clinical product supportMako surgical proceduresHip productsKnee productsJoint ReplacementOrthopaedic Surgeonscustomer servicecustomer troubleshootingopen questioning techniquesstakeholder identificationsales area segmentationshort and medium-term strategiesCRM-Tool administrationannual sales targetKPI metricstechnical expertise
Hard Skills
clinical product supportorthopaedic surgeon customer supportHip products promotionKnee products promotiontechnical expertise for sales supportMako surgical procedures supportguidance and assistance during Mako surgical procedurescustomer troubleshootingstakeholder identificationannual sales target and KPI metrics achievementplanningprioritizingand executing required activitiessegmentation of the sales areacustomer support/maintenancebusiness planningshort and medium-term strategies developmentadministration of IT based customer database/CRM-ToolCRM-Tool administration
Soft Skills
ethicscustomer serviceintegrityreactively delivering on commitmentsrapport buildingopen questioning techniquescommunicationnegotiationdiscretionprofessional relationship managementcollaboration with Sales Team and other departments
Keywords for Your Resume
Product Support SpecialistManual & Roboticclinical product supportend usersguidance and assistanceMako surgical proceduresHipKneeJoint ReplacementOrthopaedic SurgeonsStryker Citizenoutstanding ethicscustomer servicecustomer troubleshootingopen questioning techniquesstakeholdersannual sales targetKPI metricssales area segmentationshort and medium-term strategiesCRM-ToolIT based customer database/CRM-Toolfield-basedtechnical expertiserapport
Deal Breakers
Must provide clinical product support to end users, Must provide guidance and assistance during Mako surgical procedures, Must administer IT based customer database/CRM-Tool
Get matched to jobs like this
Luna finds roles that fit your skills and career goals — no endless scrolling required.
Create a Free Profile