(Senior) Product Support Specialist – Cranial & Functional Planning Applications

Brainlab has a broad portfolio of innovative products ranging from planning solutions for image guided Neurosurgery, CMF surgery, ENT surgery and Functional Stereotactic treatments to image guided and robot assisted surgery systems.

Our products are used in hospitals worldwide, from large server based multi-department deployments to solutions for a single operating room. Our vision is to create an environment for clinical staff that allows them to work effectively with the best possible treatment planning information available.

As a (Senior) Product Support Specialist “Cranial & Functional Planning Applications”, you are responsible for the technical support of our world-wide customer care teams and providing effective technical & clinical knowledge transfer from our development teams into the world-wide support organization as well as representing the support perspective as a stakeholder in product development and helping to continuously improve the quality and performance of our treatment planning application. As an interface between customer support, R&D and product management, you are playing a key role in ensuring successful development and preparation of support related documentation for the release of our software products. You are responsible for 3rd level customer support incl. root cause analysis, managing and resolving customer complaints incl. Corrective Action/Preventive Action (CAPA) activities during the product lifetime. Your contribution has a significant impact on ensuring customer satisfaction and operational success, seamless daily work in hospitals around the world and a high usage rate of our products.

As a (Senior) Product Support Specialist  your main responsibilities will be to:

• Lead technical investigations for customer complaints and product CAPAs assigned to R&D, evaluate technical issues that occur during daily use of our systems in hospitals and act as key reference within the R&D team
• Systematically analyse and identify trends in product performance, collect, evaluate and provide systematic feedback from various sources to R&D and Marketing on a cyclical basis e.g. for Post Market Surveillance activities
• Improve product design and service concept as a support stakeholder together with R&D and Marketing teams
  • Serve as key advisor during R&D design input meetings to ensure preventative design improvements with special focus on support and complaint related topics
  • Collect product support requirements from stakeholders inside and outside of own department (e.g. other R&D teams, different levels of support/service)
  • Initiate product changes based on product issue trends and complaints/customer feedback
• Transfer product knowledge from R&D to 2nd level customer care teams
• Coordinate support related communication with other R&D departments for applications used across multiple product portfolios
• Create and maintain support-specific documentation (e.g. installation function checklists, service manuals, scanning recommendations etc.)