Senior Technical Services Engineer

At BIOTRONIK Neuro, we are on a mission to transform the experience of patients suffering from chronic pain. By utilizing BIOTRONIK's cutting-edge cardiovascular technologies, we have developed a novel method of spinal cord stimulation therapy management that is not only implanted but actively addresses the needs of both patients and healthcare providers.

The Senior Technical Services Engineer will join a dynamic, multidisciplinary team dedicated to delivering prompt and precise information, as well as troubleshooting support related to BIOTRONIK Neuro products. This includes implantable spinal cord stimulators, programming devices, accessories, and remote monitoring services, primarily for field personnel, but also directly to patients and healthcare professionals.

This is a unique chance to play a pivotal role in a rapidly expanding neuromodulation business unit within BIOTRONIK. As a Senior Engineer, you will help develop new workflows and essential reference resources to strengthen our advanced product support service. Collaborating closely with our Advanced Product Support team, including engineering development and product management, you will also have the opportunity to mentor and train new product support engineers in a growing team.

The ideal candidate will possess a diverse skill set, including:

• Experience collaborating directly with neuromodulation patients and customers.
• Familiarity with R&D engineering tools.
• Exceptional customer service and communication abilities.
• A keen eye for detail in documentation.
• Innovative thinking to establish workflows and tools that bolster a critical support function for our business unit.

While a background in engineering and the medical device sector is advantageous, thorough training will be offered to ensure comprehensive knowledge and proficiency in spinal cord stimulation and pain management.

This is a remote position requiring excellent time management skills and personal accountability.

Your Responsibilities:

• Provide timely answers to technical inquiries regarding implantation, programming, device compatibility, and other BIOTRONIK spinal cord stimulators and accessories.
• Troubleshoot and resolve clinical inquiries through direct consultations and analysis of patient monitoring data.
• Create technical and training documentation based on product specifications and inputs from the product development team.
• Develop internal reference documentation and troubleshooting workflows for team members.
• Enhance existing software tools to improve troubleshooting efficiency.
• Log feedback and report product issues for improvement prioritization.
• Document complaints in accordance with FDA reporting requirements.
• Acquire in-depth knowledge of the neuromodulation industry to become a technical expert.

Additional Functions:

• Assist with the root cause analysis of new issues.
• Collaborate with R&D and product management by testing new releases before field launch.
• Develop and deliver technical presentations to internal and external audiences.
• Occasional field travel may be necessary for hands-on troubleshooting and customer support.

Your Profile:

• Degree in engineering, computer science, or a related technical field with relevant experience.
• Experience navigating high-pressure scenarios and achieving positive outcomes in customer service roles.
• Background in the healthcare field; familiarity with medical devices, particularly neurostimulators, is a plus.
• Understanding of the challenges faced by neuromodulation patients and healthcare providers.
• Prior experience troubleshooting implanted neuromodulation devices.
• Strong verbal communication and interpersonal skills.
• Competency in technical writing.
• Adaptable and solution-oriented with a proactive approach to improvement.
• A collaborative mindset and the ability to work effectively with diverse teams.
• Comfortable working primarily on a computer/phone while managing multiple tasks.
• High accountability and remarkable time management skills ensuring support requirements are met.
• Proficiency with a wide range of software tools and systems.
• Experience with engineering-level tools is preferred.

Preferred Education and Experience:

• Prior knowledge of active implantable devices, especially spinal cord stimulators.
• Experience in clinical support within the medical device sector.
• Ability to develop scripts or automation for data processing to streamline troubleshooting workflows.

Travel Requirements:

• Some travel will be necessary for training and field visits. Anticipated travel in the first year up to 20%, subsequently up to 15%.

Work Environment:

• This role requires a distraction-free remote workspace that is quiet and conducive to professional communication. The environment should be suitable for video/audio meetings. The Technical Services Engineer will use provided equipment to engage in a cloud-based support platform for answering calls and emails during scheduled hours.

Location: Lake Oswego, OR | Working hours: Full-time | Type of contract: Undefined

We are an equal opportunity employer and welcome applications from all qualified applicants, without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.