Stryker is one of the world’s leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products to help people lead more active and more satisfying lives. Stryker products and services are available in over 100 countries. All 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.
Job Description / Information
Responsible for maintaining customer satisfaction, providing both verbal and written clinical and application support to end users, Field Service Engineers, Mako Product Specialist, Sales personnel, and International Distributors. Works with other departments to ensure that current and future products meet all end user requirements. Resolves customer satisfaction issues by providing solutions to complex clinical application issues.
Respond to clinical application questions and support requests from Field Service Engineers (FSE), Mako Product Specialist (MPS), Customer Service Representatives (CSR), Sales, and International Distributors via telephone, email or in-person.
As a certified MPS level specialist, provides on-site surgical support to MPS & engineering teams as necessary.
Collaborates directly with Engineering and QA/RA departments to resolve open CAPAs and Complaints. Coordinates with department manager to communicate resolutions to customers.
Provides input to and acts on Customer Support’s behalf on new or improved products and applications.
Oversees development of in-house segmentation project.
Identifying and development of required test fixtures and procedures.
Identifies and effectively communicates surgeon and staff training needs. Assists training department in the development of training programs as required.
Assist in the development of and provide content to web based knowledge base system for domestic and international customers.
Documents and provides Voice-Of-Customer input to Marketing / Customer Advocate Team Manager.
Provide support at industry trade shows and road show demonstrations as required.
Represent the end users in the verification and validation processes of new product and software releases.
Monitor surgical case reports and communicate any problem areas or suggestions for product or support improvement to necessary departments/teams through regularly scheduled QC meetings.
In coordination with Department Manager, support new product releases ensuring successful launch.
Act as an observer on all ECN releases, keeping product performance and overall applications in mind.
Develop and maintain a detailed working knowledge of all implant medical devices for purposes of providing comprehensive support to all users.
Collaborate with training department to ensure continuous updating of basic product application skills.
Meet with department manager on a regular basis to review major activities, sensitive issues, and progress towards department objectives.
As required, assist with special tasks. These may include helping to solve complex domestic or international support related issues.
Bachelor’s degree in related field, or an equivalent combination of education and experience
3 years as a clinical specialist or application support specialist
Experience in the orthopedic implant or robotics industry preferred, but not required.
Demonstrated a high degree of technical proficiency, excellent problem solving skills, and analytical ability.
Demonstrated verbal communication skills (both in groups and one-on-on interaction) and teaching skills.
Website : http://www.stryker.com
Stryker is one of the world's leading medical technology companies and, together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. Stryker is active in over 100 countries around the world.