Technical Support SpecialistProvide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and HardwareDelivery of professional service on the customer hotline according to the SOP HotlineAble to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environmentOptimize service quality and maximize customer satisfactionDocument in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables.Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatmentKeep customers up-to-date regarding their cases and complaintsField customer questions/requests and conduct investigations to resolve issues consistent with established policies and proceduresMaintain control of large-scale issues with proper reporting and updatesRead, analyze, interpret and digest product information for new Brainlab product releasesMeet personal/team qualitative and quantitative targetsSalary range 55-75kB.S. in Biomedical Engineering, Computer Engineering or equivalent life sciences (i.e. Biology, Neuroscience) or STEM field.
Two year Associate's degree with relevant clinical / technical support experience may also be consideredHigh comfort level with software and technology in generalPrevious experience in any type of customer service role is preferredThe ideal candidate accepts ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.Excellent written and verbal communication skills in English. Additional fluency in Spanish and/or Portuguese will be a plusStrong phone and verbal communication skills along with active listeningDetail oriented individual with strong problem solving skillsMust be a self-starter, working without close supervision and be able to complete tasks on time according to established policies and proceduresStrong sense of professionalism, with the confidence and adaptability to different personality types, including senior managementAbility to multi-task, set priorities and manage time effectivelyWorks well in a team environment and individuallyAbility to travel 20% for training during the first six months. Travel for 10% thereafterIn return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.Brainlab, Inc.
is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.Covid-19 vaccination, including applicable booster(s), may be required if the position requires onsite presence at Brainlab customer sites. Legally allowed exemptions may apply.
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