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 in conjunction with the company's RIO/Robotic Arm Interactive Orthopedic System, assists surgeon in preoperative implant planning, implant sizing, and positioning.
• Provide 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. Maintains and controls local MAKO consigned equipment, instrument, implant, and disposables inventories, processes sales orders, and provides forecast input to District Sales Manager.
• Support company road-show demonstrations and 'Showsite' visits to provide potential customers with an opportunity to see the product in use and appreciate 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.
• Solve product problems for customers in an expeditious manner.
• Provide case coverage at unassigned accounts.
• Support the development and execution of the sales plan as well as 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.
• Obtain 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, drive continuous account growth and case volume.
• Support manual cases.
• Support 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 of 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 will comply with those specifications.
• Demonstrated detail orientation.