Manage process and handle complex installations, repairs, and preventive maintenance to ensure the successful utilization of Brainlab products.
Manage and resolve product issues through independent troubleshooting and utilization of engineering expertise.
Identify and communicate service-related trends based on end user experiences and system utilization as a means towards product improvement.
Act as key escalation point for technical regional onsite issues.
Drive continuous technical skill development to improve Customer Support related KPI’s (e.g. equipment uptime, system issue resolution, and customer satisfaction).
Collaborate and strategize with Product Support team to provide regular content for team calls/meetings (e.g. provide technical knowledge transfer, share best practices, unique system issue cases, etc.).
Manage communication process with customers, including by providing timely updates before, during, and after installations/upgrades, repairs & other service-related events.
Collaborate and strategize with Regional Support Manager to plan, organize, and implement all assigned service tasks within the region.
Maintain a professional demeanor during all interactions, both internal and external to Brainlab.
Teach end users and staff the process for the proper use of Brainlab equipment.
Manage the process for teaching customers on the services offered by Brainlab (e.g. during warranty, service contract period, and while under Time & Material).
Keep abreast of developments regarding Brainlab and competitive products and services.
Successfully complete company and product trainings as needed to maintain required certifications.
Complete service documentation in a timely fashion in order to meet regulatory compliance.
Review, evaluate, and update Salesforce documentation for the region.
Manage and implement other special projects as requested by management (e.g. regional product launches).
Ability to travel 75%+
Salary range between 65-85k
Notwithstanding the foregoing, nothing in this job description alters your at-will employment status. Additional duties may be assigned in the discretion of Brainlab.