Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

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Manager, Mako Product Specialist

Job Summary:

Provides clinical and technical support to all end users and provides on-site guidance and assistance during surgical procedures in a defined area. Leads continuous account growth of the clinical base by working with key hospital staff, thought leaders and referring doctors in territory. Provides training, ongoing in-services, and customer education to assigned account(s). Provides feedback on product design to improve performance and customer satisfaction. Partners with Account Executives and other cross functional teams in communicating the clinical benefits of the company's products. Manages and develops Mako Product Specialist team members within multiple locations.

• Mentoring and developing the clinical, sales and marketing skills of new hires in the field
• Works with the Clinical Launch Product Specialists, partnering with the Robotic Field Marketing Manager and the Field Service Organization to ensure the highest level of customer satisfaction
• Partners with Mako Product Specialist as the "clinical expert" during initial cases to ensure optimal OR flow and quality program adherence
• Actively participates in the interviewing process of new hires for the Mako Product Specialist role
• Works with the Robotic Field Marketing Manager in developing a plans tailored to targeted market, including multiple locations
• Provides surgeons and operating room staff with training and support in the operation of the company's robotic arm applications, associated equipment and instruments to insure ideal placement and precision
• In conjunction with other teams, trains physicians and hospital personnel, including Operating Room staff, radiology and central sterile processing on the use of the Mako System, accessories, disposables and implants
• Provides daily communications with customers to ensure resolution and proper follow-up on FDA complaints and / or service reports, leading to higher customer satisfaction and clinical value
• Work with senior hospital staff, customer marketing and key surgeons in the development and execution of a plan to effectively increase implant/procedural volume at customer sites.
• Signs off on new MPS solo cases.
• Provide case coverage at other accounts as needed.

• High School diploma. Prefer Bachelor's Degree in business or a related technical field of study.
• Prefer 7+ years of experience in a sales and/or technical environment (medical, pharmaceutical or healthcare industry); with minimum 2 years in a management or equivalent role
• Minimum of 2 year as a successful Mako Product Specialist (MPS) or Senior Mako Product Specialist or equivalent experience
• Demonstrated ability to apply office technology (e.g., ERP systems and Microsoft Access, Excel and Word)
• Demonstrated knowledge of customer service principles and processes

• Demonstrated knowledge of business administrative and clerical procedures and systems (e.g., word processing, file management and record maintenance)
• Demonstrated problem solving and interpersonal communication skills
• Demonstrated ability to analyze and comprehend written specifications and to assist customers with product selections that will comply with those specifications.

• 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.