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Product Support Specialist - Robotic & Manual

Posted 19 Nov 2024
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Work experience
2 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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Clinical Product Support Specialist

Provide clinical product support to all end users and offer on-site guidance and assistance during surgical procedures. Offer training, ongoing in-services, and customer education to assigned accounts. Provide feedback on product design to enhance performance and customer satisfaction.

  • Deliver surgeons and operating room staff 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.
  • Utilize proprietary software to prepare pre-operative CT scans for use with the company's RIO/Robotic Arm Interactive Orthopaedic System, assisting the surgeon in preoperative implant planning, implant sizing, and positioning.
  • Submit complete reports and associated metrics to management, direct supervisor, and company's 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 District Sales Manager.
  • Support company road-show demonstrations and 'Showsite' visits to provide potential customers with the opportunity to see the 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 Mako’s quality system.
  • Resolve product problems for customers effectively.
  • Offer 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 sell 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.
  • Secure purchase orders for products consumed during surgical procedures and maintain and track consigned inventories of the company's products.
  • Partner with other cross-functional teams in selling the clinical benefits of the company’s products, driving continuous account growth and case volume.
  • Support manual and revision cases.
  • Support account management of key centers.

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

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. Home to over 43,000 thousand employees worldwide, and $984 million spent on R&D in 2020 we are a career destination for results-driven individuals looking to make a difference in the world.

Healthcare
Amsterdam
Active in 45 countries
43,000 employees
50% men - 50% women
Average age is 30 years