Senior Application Consultant

Brainlab•Ohio, IL

13h•$83,000 - $88,000

About The Position

The Senior Application Consultant provides on-site consulting and guidance to physicians and operating room personnel to maximize the efficiency and use of Image Guided Surgery (IGS) products. The role evaluates options and solves problems during surgery, analyzes and resolves regional system issues, and serves as a regional escalation point. It also provides technical training and documentation, educates physicians and hospital personnel on IGS products and services, and uses customer feedback and expertise to develop quality-improvement plans. The consultant acts as a primary customer liaison by managing site visits and regular customer contact, assessing satisfaction and product usage, and pursuing opportunities to increase revenue through service contracts, spare and wear parts, upgrades, and related offerings. The role collaborates with regional Account Managers to evaluate customer situations and sales projects and identify sales leads. The position shares technical knowledge across the team, keeps current on Brainlab and competitive IGS products and services, promotes support best practices, identifies knowledge gaps, and mentors Application Consultants. It also promotes products to surgeons at trade shows, develops reference sites, documents complaints according to the Complaint Handling SOP, supports consultants and Clinical Specialists across regions, conducts on-site clinical evaluations, reviews regional activities for efficiency and training gaps, and participates in regional interview panels.

Requirements

Bachelor of Science in Business (Management/Information Systems), Biomedical Engineering, Biomechanical Engineering, Bioengineering, Clinical Engineering, or Nursing.
At least 2 years of experience in a technical support role for a healthcare company or provider.

Responsibilities

Provide on-site consulting and guidance to physicians and operating room personnel, evaluating options and solving problems during surgery to maximize IGS efficiency and usage.
Analyze and resolve regional system issues through detailed analysis and critical thinking.
Provide technical training and documentation, act as a regional escalation point, and escalate issues in a timely manner.
Educate and train physicians and hospital personnel, including OR staff, Radiology, Central Sterile Processing, Biomedical, and Information Technologies staff, on IGS products and services.
Use technical expertise and customer feedback to develop plans to improve the quality-improvement process.
Act as the primary customer liaison by managing site visits and regular customer contact, assessing satisfaction and usage, and pursuing revenue opportunities through service contracts, spare and wear parts, upgrades, and related offerings.
Collaborate with regional Account Managers to evaluate customer situations and sales projects and identify and refer sales leads.
Distribute technical knowledge throughout the team and manage knowledge transfer about new Brainlab and competitive IGS products and services through ongoing training, research, and analysis.
Promote Brainlab Support best practices and identify and address knowledge gaps within the team.
Promote IGS products and services to surgeons at trade shows, including developing reference sites.
Report and document complaints according to the Complaint Handling Standard Operating Procedure (SOP).
Serve as an escalated resource for Application Consultants and Clinical Specialists across all regions, working with the Product Support Team to share technical expertise regularly.
Mentor new and existing Application Consultants according to onboarding and mentoring guidelines.
Review activities across regions to identify opportunities for efficiency and gaps in knowledge or training.
Conduct on-site clinical evaluations for new and existing customers, demonstrate products and services, and provide plans to improve the frequency and quality of IGS product usage.
Participate in regional interview panels to help screen job candidates.