Senior Mako Product Specialist- Chicago, IL

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Job Summary

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.

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.

About Stryker

Our benefits

• 12 paid holidays annually

• Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.

• Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.

For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits (~~~)

About Stryker

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 MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at ~~~. (http:)

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Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.