Product Support Specialist

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. The Product Support Specialist – Manual & Robotic provides clinical product support to end users along with guidance and assistance during Mako surgical procedures.

• 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 on the use of Stryker’s Mako robot, including set‑up, breakdown and intra‑operative activities to ensure precise and successful surgical outcomes.
• Use proprietary software to prepare pre‑operative CT scans and assist surgeons in implant planning, sizing and positioning.
• Troubleshoot and resolve technical issues related to the robot independently, escalating to Field Service when necessary.
• Partner with the Field Service team to ensure maintenance is delivered and technical issues are resolved.
• Build knowledge of Stryker implants and instrumentation, mastering the robot and its applications to become a trusted "go‑to" for all case coverage types (robotic and manual).
• Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
• Complete Mako 101 and 201 training for all robotic‑assisted surgery applications and obtain certification for each application needed for independent case coverage.
• Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
• Develop ability to cover complex primary and revision hip and knee procedures.
• Achieve sales results in line with annual sales targets and KPI metrics.
• Plan, prioritise and execute required activities and customer support tasks.
• Segment the sales area, focus on expansion of existing customers, and support growth opportunities with the Sales Team.
• Support and maintain existing customers to sustain satisfaction and collaboration with Sales and other departments.
• Develop short‑ and medium‑term strategies in collaboration with customers to secure/strengthen the Stryker position.
• Negotiate with customers using appropriate methods to ensure a profitable and sustainable relationship.
• Observe market trends, analyse the responsible area, and address challenges with solutions in collaboration with RSM and Sales Team.
• Participate in in‑house meetings to discuss organisational, development and business issues, enhancing relevant knowledge and skills.
• Administer IT‑based customer database/CRM tools.

• Excellent communication skills in spoken and written English.
• Outgoing, persuasive manner and ability to engage people with differing beliefs or values.
• Confidence, persistence, patience, and self‑motivation.
• Strong analytical and planning skills; flexible approach to work to adapt to changes.
• Strong teamwork and networking skills; collaborative partner who leverages relationships to drive continuous improvements.
• Commercial and business awareness; ability to discuss medical and economic issues on an equal footing with the customer.
• Valid driving licence and willingness to travel.
• Ability to meet customers at an equal footing, challenge them, and negotiate solutions.
• Service‑oriented, solution‑focused, and assertive attitude.
• Experience with operating room (OR) equipment preferred.
• Learning agility – open to new ideas and able to apply new skills.
• High self‑organisation and ownership of work.
• Goal‑oriented; thrives in fast‑paced environments and focuses on patient/customer requirements.
• High ethics and integrity, aligning with Stryker’s vision.