Senior Mako Product Specialist- Chicago, IL (R467020)
Stryker is driven to work together with our customers to make healthcare better. In order to fulfill our commitment as a federal contractor, while focusing on the health and safety of our employees and those that we serve, Stryker is encouraging US employees as well as all new US employees joining our company to be fully vaccinated against COVID-19. Today or in the future, vaccination may be a requirement based on the essential functions of the specific role or applicable regulations. Please refer to our COVID-19 Vaccination Requirements FAQs page for current vaccination and/or reasonable accommodation requirements and timelines.Why join Stryker?
We are proud to be named one the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com
Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.
Provides clinical product support to all end users and provides on-site guidance and assistance before, during and after surgical procedures. Resolves technical product and service issues as needed. Provides feedback on product design to improve performance and customer satisfaction.
Drives continuous account growth of the clinical base by working with key hospital staff, thought leaders and doctors in territory. Drives case volume and site growth by translating clinical benefits of Mako into the economic benefits. Provides training, ongoing in-services, and customer education to assigned account(s). Assumes select team lead functions such as onboarding, training, and coaching.
Clinical and Technical Expertise:
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.
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.
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.
Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/About Stryker
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.
We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com