Senior Product Support Engineer

Senior Product Support Engineer

At BIOTRONIK Neuro, we’re ready to redefine relief for patients experiencing chronic pain. Leveraging BIOTRONIK’s advanced cardiovascular technologies, BIOTRONIK Neuro has created a new approach to SCS therapy management: one that’s not just implanted, but truly connected to the needs of patients and providers.

The Senior Advanced Product Support Engineer (in some organizations, also called Technical Services Engineer) will be part of a multidisciplinary team responsible for providing timely and accurate information and troubleshooting guidance related to the function of BIOTRONIK Neuro products, including implantable spinal cord stimulators, programming devices, accessories and remote monitoring services primarily to field personnel, and also directly to patients and healthcare professional customers.

A unique opportunity in the rapidly growing neuromodulation business unit for BIOTRONIK, this Senior Engineer will continue to build new workflows and internal reference infrastructure to grow the advanced product support service for the business unit. The Senior Engineer will work closely with other members of the Advanced Product Support team, including support from engineering development and product management. The Senior Engineer will train and mentor additional product support engineers in a growing team.

This position requires a dynamic and adaptive combination of skills, including: extensive experience directly working with neuromodulation patients and customers, experience working with R&D engineering tools, excellent customer service and communication skills, detail-oriented documentation, and vision for defining workflows and tools that support a scalable critical service function for the business unit.

While some background in engineering and medical device field is necessary, in-depth training will also be provided to ensure a high level of product understanding and proficiency in spinal cord stimulation and pain management.

This is a remote work position, reliant on time management and accountability.

Your 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 ( 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 as time allows may include:

• 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 device, 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
• Experience handling high-pressure situations and de-escalations with positive outcomes in a customer service role
• Adaptable and problem-solving oriented
• Initiative and drive to propose change and develop efficient processes & infrastructure related to technical troubleshooting
• Ability to work in a very collaborative environment with teammates and with colleagues at all levels of the Company
• Comfortable spending the majority of each day on the computer/phone working with a variety of professionals and multi-tasking
• High level of accountability and exceptional time management skills to ensure support requirements are met
• High degree of proficiency with a broad range of software tools and computers
• Experience and 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 Requirements:

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

Work Environment:

• This job requires a distraction-free space for remote work that is quiet and conducive to customer facing phone calls. The space should also be suitable for video/audio meetings on Microsoft Teams or similar. The Technical Service Engineer will use a provided computer, cell phone, headset, and other office supplies to participate in a cloud-based support platform to answer calls and emails in accordance with their scheduled coverage hours.

Travel:

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