Job Summary 

• Provide effective technical consultative service to customers before, during and after routine and complex primary and revision surgical cases 

• Consistently ensure customer and patient satisfaction 

• Apply product proficiency by ensuring customers understand technical specifications and on-label use of products 

• Provide inventory management and invoicing support to customers and branch operations 

• Train Stryker colleagues and customer’s clinical staff in the safe and effective use of product 

• Provide surgeons and clinical staff with technical information regarding the use of Stryker products prior to, during and/or after surgical procedures; effectively respond to customer queries and requests. 

• Provide consigned and owned inventory management support by delivering, organizing and monitoring inventory of implants and instruments at customer location. 

• Attend and support both routine and complex surgical procedures, including primary, revision and oncology products. 

• Effectively identify and troubleshoot product-related problems and/or issues related to a customer’s application of product.  

• Document every incident regarding product performance; assist in preparing reports regarding these product issues according to Company policy and governmental requirements.  

• Assist in the return/addition of goods resulting from field service issues, stock adjustments, field actions and administrative processes according to Company procedures. 

• Ensure that products requiring maintenance and/or evaluation are returned to the branch in a timely manner. 

• Coach/train colleagues in the proper use of product and related field troubleshooting; interact with various internal stakeholders (e.g., marketing, product development) concerning products and product application. 

• Provide product training to customers in both one-on-one and in-service settings. 

• Support sales initiatives by assisting with technology upgrades and by identifying features & benefits for Company and competitive products. 

• Successfully complete advanced training/certification program for Senior Orthopaedic Specialists and demonstrate proficiency in (a) major products across both the US Reconstructive and Trauma & Extremities portfolios, including revision and oncology products and/or (b) all products within a division’s portfolio, including revision and oncology products. 

• Maintain product/instrumentation knowledge and continuously enhance professional skills through internal training, external seminars and other available means.  

Requirements 

• High School diploma.  Prefer Bachelor’s Degree in a technical field of study. 

• Prefer 2+ years as hospital and/or military surgical technician, nurse or other directly relevant position 

• 5+ years demonstrated service acumen in a Stryker position that includes direct customer interaction in a clinical setting 

• Demonstrated ability to comprehend and apply complex product specifications and approach Stryker/customer processes with high detail orientation 

• Demonstrated independent ability to reactively and proactively resolve complex problems with positive customer response 

• Demonstrated ability to effectively communicate with a wide variety of individuals in high-stress environments; demonstrated ability to work within and positively contribute to a team  

• Demonstrated ability to coach/train both colleagues and customers in the proper use of product and resolution of technical problems in a patient care environment 

• Demonstrated proficiency in branch order and inventory management systems (WebOps), office systems (Microsoft Office) and record maintenance