(Advanced) Product Support Specialist - Instruments

Company Description

Founded in Munich, Germany in 1989, Brainlab develops, manufactures and markets software-driven medical technology, enabling access to improved, more efficient, less-invasive patient treatments. Our key to success is our creative, talented and hard-working team, which consists of around 2000 dedicated and inspiring individuals in 25 locations worldwide. To succeed in reaching our targets, we are seeking committed colleagues who can stand behind our core values curious, authentic and useful:

Job Description

As a Product Support Specialist in the Brainlab R&D Instruments Division, you will be part of an international, multidisciplinary, and highly skilled team responsible for a wide range of instruments and accessories 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 Instruments 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

Qualifications

• Education in Engineering or related discipline plus min. 3 years of professional experience
• Experience with electrical products, ideally in a medical environment (IEC 60601)
• Enthusiasm for technology and a creative mind
• Ability and commitment for problem solving
• A well-organized and clearly structured work style
• Good communication skills in general
• Fluent written and spoken English
• Knowledge of IEC 60601-x is a plus
• Experience with Regulation 2017/745 (MDR) is a plus

Additional Information

• A mutually-supportive, international team
• Meaningful work with a lasting impact on medical technology
• 30 vacation days, plus December 24th and December 31st
• Flexible working hours as well as hybrid work model within Germany
• Parking garage and safe underground bike storage
• Award-winning subsidized company restaurant and in-house cafes
• Variety-rich fitness program in our ultra-modern 360m2 company gym
• Regular after work, team, and company events
• Comprehensive training and continuing education opportunities

Ready to apply? We look forward to receiving your online application including your first available start date and desired salary. 

Contact person: Géraldine Ferrer