Technical Support Specialist

Summary

Join Brainlab, a leading company in digital surgery, radiotherapy, and integrated operating rooms, as a Remote Support Specialist. You will provide technical support for Oncology and Surgery Business products, including clinical workflows involving software and hardware. This role requires strong communication and problem-solving skills, as you will be responsible for troubleshooting issues, resolving customer inquiries, and ensuring customer satisfaction. You will also be responsible for documenting support actions, keeping customers informed, and meeting performance targets. The ideal candidate has a background in Biomedical Engineering, Computer Engineering, or a related field, and experience in customer service.

Requirements

• B.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 considered
• High comfort level with software and technology in general
• The 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 plus
• Strong phone and verbal communication skills along with active listening
• Detail oriented individual with strong problem solving skills
• Must be a self-starter, working without close supervision and be able to complete tasks on time according to established policies and procedures
• Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management
• Ability to multi-task, set priorities and manage time effectively
• Works well in a team environment and individually
• Ability to travel 20% for training during the first six months. Travel for 10% thereafter

Responsibilities

• Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and Hardware
• Delivery of professional service on the customer hotline according to the SOP Hotline
• Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment
• Optimize service quality and maximize customer satisfaction
• Document 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 treatment
• Keep customers up-to-date regarding their cases and complaints
• Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures
• Maintain control of large-scale issues with proper reporting and updates
• Read, analyze, interpret and digest product information for new Brainlab product releases
• Meet personal/team qualitative and quantitative targets

Preferred Qualifications

Previous experience in any type of customer service role is preferred

Benefits

• Business casual environment
• Competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits