Clinical Technical Specialist

Locations:
Nashville, TN
Birmingham, AL
Durham, NC
Salem, NC
Grand Rapids, MI
Little Rock, AR
Portland, OR
Denver, CO
Tampa, FL

Description:
Provides clinical and technical support in a sales function to all end users and provides on-site guidance and assistance during surgical procedures where the Company's products are used. Will install, maintain, upgrade and repair MAKO Tactile Guidance System™.

Obtain purchase orders for products consumed during surgical procedures and maintains and tracks consigned inventories of company's products. Provides ongoing in-services and customer education & training. Will provide feedback on training, product design, documentation and operation to improve performance and customer satisfaction. Additionally, will maintain close working relationships (internal and external) in order to address and resolve performance issues. 

Responsibilities:

• Uses proprietary software to prepare pre operative CT scans for use in conjunction with the company's robotic arm system, assists surgeon in preoperative implant planning, implant sizing and positioning
• Provides surgeons and operating room staff with support in the operation of the company's TGS™ robotic arm system and associated equipment and instruments
• Provides complete reports and associated metrics to regional account manager, direct supervisor and company's regulatory department detailing case reviews, services performed and recommendations for product, documentation and methodology improvements
• Maintains and controls local MAKO consigned equipment, instrument, implant and disposables (EIID) inventories, processes sales orders and provides forecast input to regional account manager(s)
• Operates in the field, in the office, on call, or to be assigned directly to a customer facility to provide clinical and technical support
• Partners with regional account manager in maintaining and enhancing a strong relationship with the surgeon and other customers at the site(s)
• Supports company road-show demonstrations and 'Showsite' visits to provide potential customers with opportunity to see product in use and appreciation of clinical value
• Installs, troubleshoots/repairs, upgrades and educates / trains physicians and hospital personnel, including OR staff, radiology, central sterile processing, biomedical & IT staff on the use of Tactile / Image Guided Surgery System, accessories, disposables and implants
• Provides daily communications with customers to ensure resolution and proper follow-up, leading to high customer satisfaction via FDA complaint and / or service report systems
• Completes preventative maintenance on designated equipment and identifies, analyzes, and repairs product issues, orders and replaces parts as needed
• Ensures all billable technical support and product is properly documented and forwarded/input for billing
• Manages the escalation process to resolve customer service / delivery issues and conducting root cause analysis that will lead to effective problem solving
• Provides customer requirements to product manager for new designs and supports associated design & product documentation reviews
• Supports clinical affairs manager on MAKO clinical studies to ensure they are executed appropriately and that all data is collected and communicated in a timely manner while respecting all aspects of HIPAA regulations; also supports product evaluation surveys and KCE (Knee Center of Excellence) agreements.

• Ideal candidate will have a min of 3 years clinical experience with familiarity with working in a selling to or environment with a demonstrated ability to trouble shoot technically based problems and execute a preventative maintenance routine is required. Experience in orthopedic surgery, applications of surgical navigation and/or robotics are highly preferred.
• Superior interpersonal communication skills, relationship building / management, professional disposition and demeanor
• Knowledge of surgical procedures, anatomy and medical terminology
• Candidate must be comfortable, and understand the nuances of the physician and clinical/patient care environment -- specifically OR environment.
• Ability to operate a PC and use Windows based software
• Ability to work in a team oriented environment
• Self-motivated / directed, detail oriented and a proven history of ability to make independent decisions in a fast-paced, dynamic business environment
• Ability to travel up to 60%
• Strong analytical and problem solving skills
• Relies on experience and judgment to plan and accomplish goals

Education:

• Bachelor's degree required
• Must be familiar with operating room procedures, bio-med, sterile processing, IT, and radiology protocols.