Product Support Specialist – R&D

As a Product Support Specialist in the Brainlab R&D Product Support Division, you will be part of an international, multidisciplinary, and highly skilled team responsible for a wide range of mobile platforms and digital OR devices that are used in various clinical use cases.

Your work includes the continuous improvement and refinement of our products and you will be responsible for ensuring that our medical devices stay ahead of the competition. Your contribution has an impact on daily work in hospitals around the world.

As a Product Support Specialist, you are responsible for effectively transferring knowledge from R&D into the support organization while providing product design input and helping to improve the clinical outcome for our customers. You play a vital role in the development, support and documentation of our products. As the interface between Support, R&D and Product Management you are playing a key role in ensuring successful product releases and are responsible for 3rd level support of Brainlab hardware products globally.

YOUR TASKS INCLUDE

3rd Level Support

• Function as interface between R&D, Support and Supplier Quality Management.
• Collect product support requirements from stakeholders inside and outside of own department (e.g., other R&D teams, different levels of support/service)
• Coordinate communication with other departments for support related topics
• Serve as key advisor during design input meetings to ensure preventative design improvements with special focus on support and complaint requests

Complaint Handling

• Technical investigator and/or responsible for complaints and CAPAs in product area
• Coordination and prioritization of investigation activities such as special inspections or repair.

Knowledge transfer

• Focus on transferring product knowledge from R&D into the organization
• Collect, evaluate and provide systematic feedback from various sources on a cyclical basis acting as key interface for product improvements
• Initiate product changes based on trends and/or supplier and/or complaint feedback
• Be competent in product area