About this role
The Product Support Specialist - Manual & Robotic role grows Stryker's joint replacement business by promoting Hip and Knee products and providing optimized customer service. The specialist delivers clinical product support and guidance during Mako surgical procedures while supporting account maintenance and business planning activities.
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
- Maintain and grow existing customer accounts through technical expertise and troubleshooting
- Administer IT based customer database/CRM-Tool and support planning and KPI achievement
Technical Overview
This is a clinical/technical product support position for Manual & Robotic workflows, emphasizing frontline support during Mako surgical procedures. It also includes structured customer support planning, troubleshooting, and CRM-Tool administration.
Ideal Candidate
The ideal candidate is a mid-level product support professional focused on clinical and technical support for Mako surgical procedures in joint replacement. They can communicate product benefits to orthopaedic surgeons, troubleshoot customer issues, and maintain customer records in a CRM-Tool while supporting sales KPIs and customer satisfaction.
Must-Have Skills
clinical product support to end usersguidance and assistance during Mako surgical procedurescommunicating essential benefits of products and their clinical applicationsadministration of IT based customer database/CRM-Tool
Tools & Platforms
CRM-ToolIT based customer database
Required Skills
clinical product supportManual & RoboticMako surgical proceduresHip productsKnee productsJoint ReplacementOrthopaedic Surgeonscustomer servicecustomer troubleshootingopen questioning techniquesstakeholder identificationsales area segmentationshort and medium-term strategiescommunication and negotiationCRM-Tool administrationannual sales targetKPI metricsRSM collaboration
Hard Skills
clinical product supportorthopaedic surgeon customer supportHip products promotionKnee products promotionJoint Replacement business growthtechnical 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 developmentcommunication and negotiation with customersadministration of IT based customer database/CRM-ToolCRM-Tool administration
Soft Skills
ethicscustomer service integrityreactively delivering on commitmentsrapport buildingopen questioning techniquesrelationship sellingcommercial awarenessdiscretion/latitudecommunicationcollaborationnegotiationproblem-solving with support of RSM/Sales Team
Keywords for Your Resume
Product Support SpecialistManual & Roboticclinical product supportend usersguidance and assistanceMako surgical proceduresHipKneeJoint ReplacementOrthopaedic Surgeonscustomer servicecustomer troubleshootingopen questioning techniquesstakeholdersannual sales targetKPI metricssales area segmentationshort and medium-term strategiesCRM-ToolIT based customer database/CRM-ToolRSMfield-basedtechnical expertiserapport
Deal Breakers
Must provide guidance and assistance during Mako surgical procedures, Must administer IT based customer database/CRM-Tool, Must provide clinical product support to end users
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