Product Support Specialist - Robotic & Manual

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.