Job Description

• 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)

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

• Salary Range 65K-80K

Qualifications

• B.S. in Biomedical Engineering, Electrical Engineering, Mechanical Engineering or IT Technology required
• Must be a self starter, working without close supervision and be able to successfully manage service activities in assigned territory
• Demonstrated engineering experience with medical devices
• Computer expertise, familiarity, and demonstrated expertise with hardware troubleshooting
• Able to apply critical thinking and perform analysis successfully under challenging conditions in a clinical environment
• Knowledge of medical linear accelerator or microwave RF systems and computer networks preferred
• Robotics and/or electro-mechanical systems service experience preferred
• Proficiency in the use of test equipment and hand tools including oscilloscopes, multi-meters
• Excellent organization and time management skills, and the ability to manage many work streams simultaneously
• Excellent written and oral communication skills
• Professional and confident demeanor
• Works well in a team environment and individually
• Proactively approaches his/her contribution to the organization
• Demonstrates leadership abilities
• High comfort level with software and technology in general
• Work safely in confined areas, including high current/ high voltages modulators (20- 50 kV, 1500A), and use peripheral vision to gauge distances. The confined areas have potential hand/arm ‘traps.’ Depth perception is critical
• Must be able to lift 50 pounds and work on ladders

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.

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, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Covid-19 vaccination, including applicable booster(s), is required if the position requires onsite presence at Brainlab customer sites in compliance with Presidential Executive Orders. Legally allowed exemptions may apply.

Brainlab participates in E-Verify. Click here for more information. Click here to also review the EEO Law Poster.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to us.hr@brainlab.com.