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

　　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

　　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.

　　Requirements:

　　4-year degree or equivalent required.

　　Ability to obtain the following Stryker Certifications: PKA, THA, & TKA is required.

　　QUALIFICATIONS & WORK EXPERIENCE:

　　• Minimum 6 years of work experience required. Relevant work preferred.

　　• 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.

　　$94,100.00 - $154,100.00 and may be eligible to earn commission and/or bonuses + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program)

　　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 (https://cdn-static.findly.com/wp-content/uploads/sites/1427/2023/09/20143933/US-Stryker-Employee-benefits.pdf)

　　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 stryker.com. (http:)

　　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 on our referral page (https://careers.stryker.com/referrals/)

　　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.