Senior Mako Product Specialist- Chicago, IL

• Serve as front-line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.

• Train and guide surgeons and hospital staff in the use of Stryker’s Mako robot including set-up, breakdown and related intra-operative activities to ensure precise and successful surgical outcomes.

• Use proprietary software to prepare pre-operative CT scans for assigned cases and assist surgeons in pre-operative implant planning, implant sizing and positioning. Lead set up of CT sites as necessary.

• Troubleshoot and solve technical issues related to the robot independently. Serve as team’s local point of contact for clinical and technical questions.

• Share knowledge of Stryker implants and instrumentation and provide value through mastery of the robot and its different robotic arm applications.

• Serve as established “go-to” for all case coverage types (robotic and manual).

• Handle complex technical and clinical cases and run robot with new sites and surgeons.

• Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.

• Complete Stryker Learning Management System (SLMS) assignments on an ongoing timely basis.

Account and Territory Management:

• Own day to day coordination of accounts and necessary tasks to support scheduled robotic procedures. Support manual case coverage and/or cases outside of assigned territory when necessary.

• Manage inventory, instrumentation, and total case preparation. Ensure all cases are planned and reviewed with associated surgeons prior to scheduled surgeries.

• Ensure consistent time management between case preparation and case coverage to limit case delays.

• Demonstrate established knowledge of hospital and account preferences to meet or exceed customer expectations.

• Resolve customer issues or complaints in a timely manner. Take initiative for process improvement at accounts.

• Deliver excellent customer service and foster positive, trusting relationships with surgeons and hospital staff.

• Complete and oversee all necessary account administration duties (e.g. Case Tracker daily updates, PER process - Product Experience Report, RMA process - Return Material Authorization, case billing and closure). Provide prompt and accurate complaint reports per quality and compliance system requirements.

• Act as regional subject matter expert and collaborate with cross-functional partners to deliver local and national labs.

• Build collaborative relationships with internal sales team members to achieve business objectives. Champion account and territory partnership through effective internal and external networks.

• Support the execution of the sales plan to grow product utilization and increase volume with current and potential surgeons.

Functional Leadership:

• Take action to improve organizational culture, processes, products or services; encourage others to achieve best practice approaches.

• Onboard, coach and mentor team members through new hire training, shadowing and certification processes.

• Oversee supervised cases in certification process and assume responsibility for quality checks and sign-off process.

• Identify gaps or recurring trends in team knowledge base. Lead team training sessions to enhance skillsets and consistency.

• Provide on-going mentorship and coaching to team members on account and territory management.

• Help others move toward higher levels of performance; clarify team direction and smooth the process of change.

Job Requirements:

• 4-year degree or equivalent required.

• Required Certifications: PKA, THA, & TKA

• Minimum 3 years of relevant work experience required. 4+ years’ work experience preferred.

• Proven track record of optimal performance in a technical and clinical role.

• Proven ability in the use of data to anticipate problems during procedures and deliver sound decision-making.

• Proven customer service skills that focus on the details, outputs and deliverables that have a strong surgeon customer impact.

• Proven leadership in the face of ambiguity or uncertainty.

• Proven ability to work collaboratively with others to deliver results and build positive relationships that foster a sense of teamwork.

• Proven ability in technology systems and administrative procedures (e.g. ERP software, Office Suite, file processing and record management).

• Demonstrated ability to independently identify more critical and less critical activities to adjust priorities when appropriate.

• Demonstrated ability to facilitate the development of breakthrough solutions and implement new ideas.

• Demonstrated ability to draw on differences in backgrounds, perspectives and ideas to benefit projects and teams.

• Demonstrated ability to train and mentor others.

• Valid drivers’ license with good driving record required.