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Job description
Work Flexibility: Hybrid (3 days in office per week)
On Site Location: 4675 E Cotton Center Blvd, Phoenix, AZ
Shift: Monday - Friday, 8:00 AM - 5:00 PM
Summary:
The Robotics Clinical Support Specialist is responsible for maintaining clinical and technical expertise for all MAKO robotic products. The Specialist will rovide both verbal and written, clinical or application support to MAKO Product Specialists, Field Service Engineers, Clinical Training, Sales personnel & the Segmentation team. The Specialist frequently works with other departments to ensure that current and future products meet all service, quality and performance requirements, and works closely with Sales and Marketing teams to ensure customer satisfaction and positive clinical outcomes. Additionally, the specialist will frequently collaborate with the Engineering and Product Marketing to develop future state MAKO products.
What You Will Do:
- Respond to clinical application questions and support requests from Field Service Engineers (FSE), Mako Product Specialist (MPS), Customer Service Representatives (CSR), Sales, and Segmentation Specialists via telephone, email or in-person.
- Provide on-site surgical support to MPS & engineering teams as necessary.
- Provide input to and act on Customer Support’s behalf on new or improved products and applications.
- Identify and effectively communicate surgeon and staff training needs; assist the training department in the development of training programs as required.
- Assist in the development of and provide content to web-based knowledge systems for domestic and international customers.
- Document and provide Voice-Of-Customer input to the Marketing/Customer Advocate Team Manager.
- Provide support at industry trade shows and road show demonstrations.
- Represent the end users in the verification and validation processes of new product and software releases; support new product releases ensuring successful launch.
- Develop and maintain detailed working knowledge of all implant medical devices for the purpose of providing comprehensive support to all users.
What You Need:
Required:
- Bachelor’s degree
- 0-2+ years’ experience as a clinical specialist or application support specialist
- Experience with Microsoft Office programs
Preferred:
- Bachelor’s degree preferably in one of the following STEM fields: Biomedical Sciences, Biotechnology, Biology, Neuroscience
- Experience in the orthopedic implant or robotics industry
- Experience in technical or medical device/application support