Associate Product Support Specialist - Robotic - West of Scotland

Associate Product Support Specialist - Robotic - West of Scotland

Position Summary:

To grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimizing customer service, growing existing accounts through technical expertise.

• Demonstrate outstanding ethics, treating customers and employees with respect, representing the company in the best possible light.
• Communicate essential benefits of products and their clinical applications.
• Act with integrity and reactively deliver on commitments within required time frames.
• Construct a basic business plan with input from mentor/manager; plan daily, weekly, and monthly in partnership with mentor and Regional Sales Manager.
• Develop rapport, understand the importance of relationships in selling, use open questioning techniques to ascertain customer's needs, and maintain knowledge of key brands.
• Use customer troubleshooting opportunities to grow and protect the business.
• Understand stakeholders in decision‑making and ask appropriate questions to identify them.
• Work under close supervision, provide clear progress updates, and meet sales results aligned with annual targets and KPI metrics.
• Plan, prioritise, and execute required activities and customer support.
• Segment the sales area and support growth of existing customers with the Sales Team.
• Maintain customer satisfaction/quality through collaboration with Sales Team and other departments.
• Develop strategies with customers to secure/strengthen Stryker position.
• Communicate and negotiate profitably and sustainably with customers.
• Analyze market observations and identify areas for continuous improvement.
• Address customer challenges and develop solutions with RSM/Sales Team.
• Participate in in‑house meetings to discuss organisational, development, and business issues.
• Administer IT‑based customer database / CRM tool.

• Serve as front‑line clinical and technical support to surgeons and hospital staff before, during, and after surgical procedures.
• Train and guide surgeons and staff in using Stryker’s Mako robot, including set‑up, breakdown, and intra‑operative activities to ensure precise surgical outcomes.
• Use proprietary software for pre‑operative CT scan preparation and assist surgeons in implant planning, sizing, and positioning.
• Troubleshoot and resolve technical issues related to the robot independently, escalating as needed.
• Partner with Field Service team to ensure technical issues are resolved and maintenance delivered.
• Build knowledge of Stryker implants and instrumentation and master robot applications to become a trusted “go‑to” for all case coverage types.
• Educate surgeons and staff on the robotic clinical benefits and best practices with confidence, enthusiasm, and respect.
• Complete Mako 101 and 201 training for all robotic‑assisted surgery applications; obtain certification for each application required for independent case coverage.
• Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
• Develop ability to competently cover complex primary and revision hip and knee procedures.

• Excellent communication skills in spoken and written English.
• Outgoing and persuasive manner; ability to deal with diverse beliefs or values.
• Confidence, persistence, patience, and self‑motivation.
• Analytical and planning skills.
• Flexible approach to work; adaptability to change.
• Strong teamwork and networking skills.
• Commercial and business awareness.
• Valid driving licence.
• Ability to discuss medical and economic issues with customers on an equal footing.
• Sales challenge of customers (assertiveness).
• Service and solution oriented mindset.
• Experience in orthopaedic or medical devices (desirable).
• Learning agility and openness to new ideas.
• High self‑organisation and self‑motivation.
• Willingness to travel.
• Positive attitude and solution‑orientated approach.
• Team‑work orientation and drive for continuous improvement.
• Goal orientation; focus on patient/customer requirements.
• High ethics & integrity.

• Degree level Higher Education advantageous.
• Market knowledge and medical background preferred.
• First professional experience in sales of capital goods or consumables requiring explanation; or experience in clinics / operating rooms.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Med Surg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.