National Technical Support

Brainlab•Chicago, IL

2d•Remote

About The Position

Home worksite (must be based in Mountain or Pacific time zone) Perform installations, inspections, verification, corrective and preventive maintenance to ensure the successful installation and service of products; 2nd level field service responsibility for products, both platforms and software; investigate, analyze and recognize trends in technical data and manage escalated cases; maintain and submit technical records and documentation as per regulatory requirements; resolve product issues through detailed analysis and utilization of engineering expertise; manages team schedule to ensure efficient resource allocation for installation, service and preventative maintenance needs; applies customer management skills and technical expertise to meet or exceed customer needs and expectations; proper handling of customer complaints; work with the appropriate authority or department, as required; drive continuous technical skill development of regional service teams with the goal to achieve highest equipment uptime, fast resolutions and lasting customer satisfaction; act as a contact for Product Support Engineers regarding feedback and improvements triggered by service experiences to ensure continuous product/process improvement; lead the introduction of new products to customers by participating in soft launch programs; participate in the development and delivery of technical training, as required; may coordinate other expert company resources required to assist with installation or service activities; participate in special projects; successfully completes company and product trainings as needed to maintain certification; carries out Remote Performance Reviews; responsible for escalated case support which includes troubleshooting for reported customer problems and remote support for the region; mentoring team and accessing individual/team performance. 50% domestic travel.

Requirements

B.S. in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or Information Management
1 year experience in engineering or field service related functions with medical devices
1 years experience with medical linear accelerator or microwave RF systems and computer networks
1 years experience with applying engineering principles such as electrical, mechanical, and biomedical to troubleshooting without complete technical documentation.
1 years experience with test equipment and hand tools including oscilloscopes and multi-meters

Responsibilities

Perform installations, inspections, verification, corrective and preventive maintenance to ensure the successful installation and service of products
2nd level field service responsibility for products, both platforms and software
Investigate, analyze and recognize trends in technical data and manage escalated cases
Maintain and submit technical records and documentation as per regulatory requirements
Resolve product issues through detailed analysis and utilization of engineering expertise
Manages team schedule to ensure efficient resource allocation for installation, service and preventative maintenance needs
Applies customer management skills and technical expertise to meet or exceed customer needs and expectations
Proper handling of customer complaints
Work with the appropriate authority or department, as required
Drive continuous technical skill development of regional service teams with the goal to achieve highest equipment uptime, fast resolutions and lasting customer satisfaction
Act as a contact for Product Support Engineers regarding feedback and improvements triggered by service experiences to ensure continuous product/process improvement
Lead the introduction of new products to customers by participating in soft launch programs
Participate in the development and delivery of technical training, as required
May coordinate other expert company resources required to assist with installation or service activities
Participate in special projects
Successfully completes company and product trainings as needed to maintain certification
Carries out Remote Performance Reviews
Responsible for escalated case support which includes troubleshooting for reported customer problems and remote support for the region
Mentoring team and accessing individual/team performance