Job Title: Technical Support Specialist

Salary Range: $55,000 - $75,000 Employment Type: Full-time Location Type: Remote

Company Description

Brainlab revolutionized digital medical technology with the introduction of software for radiosurgery and surgical navigation. Today, Brainlab is an industry leader in digital surgery, radiotherapy, and integrated operating rooms. Serving physicians, medical professionals, and patients in 6,000+ hospitals in 121 countries, we’re transforming healthcare to improve the lives of patients everywhere.

We employ over 2,000 people in 25 locations worldwide. Close-knit teams made of talented, curious, and authentic people are working together toward a common goal. Together we’re dedicated to making an impact. Sound like you? Join and grow with us.

Visit us at: www.brainlab.com

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.

Brainlab participates in E-Verify.

Position Overview

We are seeking a dedicated Technical Support Specialist to provide remote support for our Oncology and Surgery Business products. This role involves assisting customers with clinical workflows that integrate both software and hardware, ensuring optimal service quality and customer satisfaction.

Responsibilities

• Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products, including clinical workflows involving Software and Hardware.
• Deliver professional service on the customer hotline according to SOP Hotline.
• Successfully apply job skills under stressful conditions while supporting multiple customers using products in a clinical environment.
• Optimize service quality and maximize customer satisfaction.
• Document all remote support actions (phone call, email, Brainlab Connected Care session) in Salesforce 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.

Qualifications

• Education: B.S. in Biomedical Engineering, Computer Engineering, or equivalent life sciences (i.e., Biology, Neuroscience) or STEM field. A two-year Associate’s degree with relevant clinical/technical support experience may also be considered.
• Technical Skills: High comfort level with software and technology in general.
• Experience: Previous experience in any type of customer service role is preferred.
• Customer Focus: The ideal candidate accepts ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.
• Communication Skills:
  • Excellent written and verbal communication skills in English.
  • Strong phone and verbal communication skills along with active listening.
  • Additional fluency in Spanish and/or Portuguese will be a plus.
• Problem-Solving: Detail-oriented individual with strong problem-solving skills.
• Work Ethic: Must be a self-starter, working without close supervision and able to complete tasks on time according to established policies and procedures.
• Professionalism: Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management.
• Organizational Skills: Ability to multi-task, set priorities, and manage time effectively.
• Teamwork: Works well in a team environment and individually.
• Travel: Ability to travel 20% for training during the first six months. Travel for 10% thereafter.

Additional Information

In 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.