Technical Support Specialist

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. Provide 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 55-75k 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 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 a...