Biomedical Engineer (Support Specialist)

Brainlab•Boston, MA

1d•$65,000 - $85,000

About The Position

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. 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). Ability to travel 75%+

Requirements

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.
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.

Nice To Haves

Knowledge of medical linear accelerator or microwave RF systems and computer networks preferred.
Robotics and/or electro-mechanical systems service experience preferred.

Responsibilities

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).
Ability to travel 75%+