About the position
As a Clinical Support Specialist at Brainlab, you will conduct on-site clinical evaluations for new and existing customers to demonstrate the use of products and services, aiming to increase the frequency and quality of Image Guided Surgery (IGS) product usage. You will provide on-site consulting, guidance, and assistance to physicians and operating room personnel, evaluating options and problem-solving during surgery to maximize efficiency and usage. Your role will also involve leading installations and establishing functionality at customer sites, educating and training physicians and hospital personnel on the use of surgery products and services, and utilizing your engineering expertise to contribute to the quality improvement process by recommending product modifications. Additionally, you will act as the primary customer liaison, maintaining regular contact with customers, assessing satisfaction and usage levels, and working to increase revenue through service contracts and upgrades. You will strategize with the Account Manager to evaluate customer opportunities, resolve product issues, and keep abreast of new developments in surgery products and services. Attendance at surgery continuing education annually and promotion of surgery products at trade shows will also be part of your responsibilities.
Responsibilities
- Conduct on-site clinical evaluations for new and existing customers to demonstrate the use of products and services.
- Provide on-site consulting, guidance, and assistance to physicians and operating room personnel.
- Lead installations and establish functionality at new and existing customer sites.
- Educate/train physicians and hospital personnel on the use of surgery products and services.
- Utilize engineering expertise to contribute to the quality improvement process.
- Act as primary customer liaison, maintaining site visits and regular contact with customers.
- Work to increase revenue via the sale of service contracts, spare/wear parts, upgrades, etc.
- Regularly strategize with the Account Manager to evaluate customer opportunities.
- Resolve product issues through detailed analysis and engineering expertise.
- Keep abreast of new developments regarding Brainlab and competitive surgery products.
- Attend surgery continuing education annually and maintain annual product knowledge.
- Promote surgery products and services to surgeons at trade shows.
- Maximize customer satisfaction.
- Perform other duties and responsibilities as required.
Requirements
- B.S. in Biomedical Engineering, Biomechanical Engineering, Bioengineering, Clinical Engineering, Nursing or equivalent experience.
- 1-3 years minimum of experience in a technical support role for a healthcare company or provider preferred.
- 1-2 years minimum customer service experience preferred.
- Knowledge of surgical procedures, anatomy and medical terminology preferred.
- Proficient in the use of PC software applications including Microsoft Office.
- Self-motivated, detail oriented and a proven history of ability to make independent decisions.
Benefits
- Business casual environment.
- Competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits.
