Stryker Clinical Launch & Product Specialist-Chicago, IL in Chicago, Illinois
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.This is a highly specialized individual contributor role that requires deep expertise from a professional / technical thought leader in their respective field or discipline. This position typically requires extensive experience in a specialized field and an advanced college degree or equivalent. The role requires expertise within a discipline in a specialized field. The job provides technical guidance and direction for his/ her area of specialization. The job requires good analytical skills as well as evaluative judgement based on the analysis of factual and qualitative information in complicated or novel situations. The complexity implied at this level of problem solving relates to the ability to filter, prioritize, analyze and validate potentially complex and dynamic material. This job typically requires a degree or equivalent and a minimum of 6 or more years experience.
Minimum 5 years of relevant work experience required. 6+ years’ work experience preferred.
Minimum 1 year of proven ability performing all aspects of the Sr. Mako Product Specialist role.
Proven customer service skills that focus on the details, outputs and deliverables that have a strong surgeon customer impact.
Proven ability to determine action steps and milestones required to implement initiatives and processes.
Proven ability to show agility and leadership in responding to new or rapidly changing situations.
Proven ability to increase business impact by building collaborative networks internally and externally.
Proven ability to train and empower others with responsibilities and authority that will lead to successful outcomes.
Proven ability to draw on differences in backgrounds, perspectives and ideas to benefit projects and teams.
Valid Driver’s license with good driving record required.Provides highly visible customer launch leadership through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, and service. This role is committed to launch excellence by partnering with sales to anticipate robot placements as well as territory service leads to coordinate all launch activities. Serves as central point of contact to interpret customer needs, train surgeons and hospital staff, set up site protocols and cover all related issues until the account is transitioned from launch phase. Clinical and Technical Expertise:
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 and teach on 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 regional point of contact for clinical and technical questions.
Partner with Field Service and perform preventive maintenance on systems as required.
Share knowledge of Stryker implants and instrumentation and provide value through mastery of the robot and its different robotic arm applications to all stakeholders.
Serve as established “go-to” for all case coverage types (robotic and manual). Act as a product ambassador by promoting the clinical benefits of the robot on all applications and any surgical approach.
Handle complex technical and clinical cases and launch robots with new sites and surgeons.
Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
Support clinical studies to ensure all data is collected and communicated in respect to associated regulations.
Support field-based clinical robotic education efforts to provide local training on application upgrades and new rollouts.
Complete Stryker Learning Management System (SLMS) assignments on an ongoing timely basis. Account and Territory Management:
Work closely with Sr. Manager, RCS and other relevant stakeholders to prescribe product launch timelines, communicate plans and ensure a positive experience for the new site’s surgeon and hospital staff.
Describe account expectations, goals, requests or future states in a way that provides clarity and creates interest for the new site and surgeon.
Track launch timelines and keep relevant stakeholders (local MPS Manager, RCS and sales) updated on progress and milestones.
Manage inventory, instrumentation and total case preparation. Ensure all launch activities are planned and reviewed with associated surgeons prior to scheduled surgeries.
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.
Provide complete reports and associated metrics to management detailing case reviews, services performed and recommendations for product, documentation and methodology improvements.
Monitor the market and gather competitive intelligence on new products, competitive strategies, industry tactics, and opportunities for business growth.
Build collaborative relationships with internal sales team members to achieve business objectives. Champion account and territory partnership through effective internal and external networks.
Ensure a smooth account transition for the new site and surgeon to the primary Mako representative for ongoing case coordination and coverage.
Conduct Launch “Wrap-Up” meetings to ensure all customer expectations and requirements have been satisfied.
Provide case coverage at unassigned accounts as needed. 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.
Work From Home: Not available
Travel Percentage: 100%
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.
Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Stryker is one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. More information is available at www.stryker.com
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