Senior Application Consultant

Brainlab•Ohio, IL

4d•Remote

About The Position

The Senior Application Consultant provides on-site consulting and guidance to physicians and operating room personnel to help maximize the efficiency and use of Brainlab Image Guided Surgery (IGS) products and services. The role is home-based, and the successful candidate must be based in Ohio. It includes troubleshooting and resolving regional system issues, training healthcare staff, supporting customer satisfaction and product usage, and working with regional sales and product support teams. The consultant also serves as an escalated resource across regions, mentors colleagues, supports clinical evaluations and trade shows, documents complaints, and helps identify opportunities to improve team efficiency and knowledge.

Requirements

Bachelor of Science in Business (Management or 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.
Must be based in Ohio.
Covid-19 vaccination, including applicable booster(s), is required if the role requires on-site presence at Brainlab customer sites, subject to legally allowed exemptions.

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 using detailed analysis and critical thinking; provide technical training and documentation, act as the regional escalation point, and escalate issues in a timely manner.
Educate and train physicians and hospital personnel, including operating room, radiology, central sterile processing, biomedical, and information technology staff, on IGS products and services.
Use expertise and customer feedback to develop plans that 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, and upgrades.
Collaborate and strategize with regional Account Managers, evaluate customer situations and open sales projects, and identify and refer sales leads.
Distribute technical knowledge throughout the team and manage knowledge transfer about new Brainlab and competitive IGS developments 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 in accordance with the Complaint Handling Standard Operating Procedure.
Serve as an escalated resource for Application Consultants and Clinical Specialists across all regions.
Work with the Product Support Team to distribute technical expertise and knowledge throughout the team on a regular basis.
Mentor new and existing Application Consultants in accordance with onboarding and mentoring guidelines.
Review activities across regions proactively to identify opportunities for efficiency and gaps in knowledge or training.
Conduct on-site clinical evaluations for new and existing customers, demonstrate product and service use, and provide plans to improve the frequency and quality of IGS product usage.
Participate in regional interview panels to help screen job candidates.