Biomedical Engineer; Support Specialist

Responsibilities and Requirements

• Manage process and handle complex installations, repairs, and preventive maintenance to ensure the successful utilization of Brainlab products.
• Manage and resolve product issues through independent troubleshooting and utilization of engineering expertise.
• Identify and communicate service‑related trends based on end‑user experiences and system utilization as a means towards product improvement.
• Act as key escalation point for technical regional onsite issues.
• Drive continuous technical skill development to improve Customer Support related KPI’s (e.g. equipment uptime, system issue resolution, and customer satisfaction).
• Collaborate and strategize with Product Support team to provide regular content for team calls/meetings (e.g. provide technical knowledge transfer, share best practices, unique system issue cases, etc.).
• Manage communication process with customers, including by providing timely updates before, during, and after installations/upgrades, repairs & other service‑related events.
• Collaborate and strategize with Regional Support Manager to plan, organize, and implement all assigned service tasks within the region.
• Maintain a professional demeanor during all interactions, both internal and external to Brainlab.
• Teach end users and staff the process for the proper use of Brainlab equipment.
• Manage the process for teaching customers on the services offered by Brainlab (e.g. during warranty, service contract period, and while under Time & Material).
• Keep abreast of developments regarding Brainlab and competitive products and services.
• Successfully complete company and product trainings as needed to maintain required certifications.
• Complete service documentation in a timely fashion in order to meet regulatory compliance.
• Review, evaluate, and update Salesforce documentation for the region.
• Manage and implement other special projects as requested by management (e.g. regional product launches).
• Ability to travel 75%+.
• Salary range between 65-85k.

• Notwithstanding the foregoing, nothing in this job description alters your at-will employment status. Additional duties may be assigned in the discretion of Brainlab.