Senior Mako Product Specialist - Houston, TX

Work Flexibility: Field-based

Provides clinical product support to all end users and provides on-site guidance and assistance before, during and after surgical procedures. Resolve 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 sal