Job Details

Overview

Join to apply for the Senior Product Support Engineer role at BIOTRONIK.

BIOTRONIK Neuro is redefining relief for patients experiencing chronic pain by leveraging BIOTRONIK's cardiovascular technologies. The Senior Advanced Product Support Engineer (also called Technical Services Engineer in some organizations) will be part of a multidisciplinary team providing timely and accurate information and troubleshooting guidance related to BIOTRONIK Neuro products, including implantable spinal cord stimulators, programming devices, accessories and remote monitoring services. The role primarily serves field personnel, patients and healthcare professional customers.

This is a remote work position that requires time management and accountability.

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 inputs from the product development team.
• Create internal reference documentation including establishing troubleshooting workflows for the team.
• Interact with existing software tools and 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.
• Develop a high-level understanding of the neuromodulation industry to become a technical expert within the company.

Additional functions

• Assist with root cause analysis of new issues.
• Assist R&D, product management, and training by piloting new releases prior to field launch.
• Develop and deliver technical presentations to internal and external customers.
• Occasional travel in the field to assist in person troubleshooting and customer explanations.

Your Profile

• Degree in engineering, computer science, or other technical field with equivalent experience.
• Experience handling high-pressure situations and de-escalations with positive outcomes in a customer service role.
• Experience in the healthcare field; medical devices, active implantable devices, and particularly neurostimulators and pain management are a plus.
• Insight into the challenges faced by neuromodulation patients, implanting physicians, and field sales representatives.
• Previous experience with troubleshooting implanted neuromodulation devices.
• Clear verbal communicator with excellent interpersonal skills.
• Technical writing skills.
• Adaptable and problem-solving oriented; initiative to propose change and develop efficient processes and infrastructure related to technical troubleshooting.
• Ability to work in a collaborative environment with teammates and colleagues at all levels of the company.
• Comfortable spending the majority of each day on computer/phone with multiple professionals and multitasking.
• High level of accountability and time management skills to ensure support requirements are met.
• Proficiency with a broad range of software tools and computers; familiarity with engineering-level tools.

Preferred Education And Experience

• Prior knowledge of active implantable devices, particularly spinal cord stimulators.
• Field experience in medical device clinical support.
• Ability to create scripts or other automation for data processing to improve troubleshooting workflows.

Travel

• Occasional travel will be necessary for training and field visits. Travel in the first year up to 20% (up to 25% in some postings) with travel thereafter up to 15%.

Work Environment

• Remote work requires a distraction-free space that is quiet and conducive to customer-facing calls and video meetings (e.g., Microsoft Teams).
• The role uses a provided computer, cell phone, headset, and cloud-based support platform to answer calls and emails within scheduled coverage hours.

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

Apply online through our application management system at www.biotronik.com/careers.

Job ID: 61536 | BIOTRONIK NRO INC. | USA

We are an equal opportunity employer and all qualified applicants will receive consideration for employment 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.