Senior Product Support Engineer

Your Responsibilities

• Efficiently and effectively answer written and oral technical inquiries regarding implantation, programming, device compatibility or any other topic related to BIOTRONIK spinal cord stimulators and accessories.
• Troubleshoot and resolve clinical questions through direct consultation and/or interpretation of patient monitoring data and other factors.
• Create internal reference documentation including establishing troubleshooting workflows for the team to follow.
• Interact with existing software tools & drive improvements to tools for more efficient troubleshooting (e.g. reports, dashboards).
• Log user feedback and report on product issues as input to product improvement triaging.
• Document complaints for FDA reporting requirements.
• Develop a high-level understanding of the neuromodulation industry to become a technical expert within the company.

Your Profile

• Degree in engineering, computer science, or other technical field with equivalent experience
• Experience handling high-pressure situations and de-escalations with positive outcomes in a customer service role
• Experience in the healthcare field; medical device, active implantable devices, and particularly neurostimulators and pain management are a plus
• Insight into the challenges faced by neuromodulation patients, implanting physicians, and field sales representatives
• Previous experience with troubleshooting implanted neuromodulation devices
• Clear verbal communicator with excellent interpersonal skills
• Technical writing skills
• Adaptable and problem-solving oriented
• Initiative and drive to propose change and develop efficient processes & infrastructure related to technical troubleshooting
• Ability to work in a very collaborative environment with teammates and with colleagues at all levels of the Company
• Comfortable spending the majority of each day on the computer/phone working with a variety of professionals and multi-tasking
• High level of accountability and exceptional time management skills to ensure support requirements are met
• High degree of proficiency with a broad range of software tools and computers
• Experience and familiarity with engineering-level tools

Preferred Education and Experience

• Prior knowledge of active implantable devices, particularly spinal cord stimulators
• Field experience in medical device clinical support
• Ability to create scripts or other automation for data processing to improve troubleshooting workflows.

Travel Requirements

• Occasional travel will be necessary for training and field visits. Travel in the first year up to 20% with travel thereafter up to 15%.