About the job
- Oversee the installation, repair, and preventive maintenance of Brainlab products, ensuring optimal functionality and user satisfaction.
- Utilize engineering expertise and independent troubleshooting skills to identify and resolve product issues effectively.
- Analyze user experiences and system usage to identify service-related trends for product enhancement.
- Serve as a primary escalation point for technical issues on-site within the region.
- Pursue continuous development of technical skills to enhance customer support KPIs, including equipment uptime, issue resolution, and customer satisfaction.
- Collaborate with the Product Support team to prepare and share valuable content during team meetings, including technical knowledge, best practices, and unique case studies.
- Maintain clear communication with customers, providing timely updates throughout installations, upgrades, and service events.
- Work alongside the Regional Support Manager to plan, coordinate, and execute assigned service tasks efficiently.
- Exhibit a professional demeanor in all interactions, fostering positive relationships with both internal and external stakeholders.
- Educate end users and staff on the proper utilization of Brainlab equipment.
- Guide customers through the services available from Brainlab during warranty and service contract periods.
- Stay informed about developments in Brainlab products and competitive medical technologies.
- Complete required company and product training to maintain necessary certifications.
- Ensure timely completion of service documentation to meet regulatory compliance standards.
- Review and update Salesforce documentation for the assigned region.
- Manage and execute special projects as directed by management, including product launches in the region.
- Willingness to travel 75% or more is required.
- Salary range between $65,000 and $85,000.
This job description does not alter your at-will employment status. Additional duties may be assigned at the discretion of Brainlab.
