Technical Solutions Specialist
6 days ago
We are seeking an experienced Senior Technical Services Engineer with a degree in engineering, computer science, or other technical field and equivalent experience. The ideal candidate will have experience handling high-pressure situations and de-escalations with positive outcomes in a customer service role. They should also have a strong understanding of active implantable devices, particularly spinal cord stimulators, and the ability to create internal reference documentation, establish troubleshooting workflows, and interact with existing software tools.
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.
- Generate technical and training documentation from product specifications and other inputs from product development team.
- 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
$80,000 - $110,000 per year, depending on experience and location.
Work Environment:This is a remote work position that requires a distraction-free space for customer-facing phone calls and video/audio meetings. A provided computer, cell phone, headset, and other office supplies will be used to participate in a cloud-based support platform.
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