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As a (Senior) Product Support Specialist “Cranial & Functional Planning Applications”, you are responsible for the technical support of our world-wide customer care teams and providing effective technical & clinical knowledge transfer from our development teams into the world-wide support organization as well as representing the support perspective as a stakeholder in product development and helping to continuously improve the quality and performance of our treatment planning application. As an interface between customer support, R&D and product management, you are playing a key role in ensuring successful development and preparation of support related documentation for the release of our software products. You are responsible for 3rd level customer support incl. root cause analysis, managing and resolving customer complaints incl. Corrective Action/Preventive Action (CAPA) activities during the product lifetime.
Job Responsibility:
Lead technical investigations for customer complaints and product CAPAs assigned to R&D
Evaluate technical issues that occur during daily use of our systems in hospitals and act as key reference within the R&D team
Systematically analyse and identify trends in product performance
Collect, evaluate and provide systematic feedback from various sources to R&D and Marketing on a cyclical basis
Improve product design and service concept as a support stakeholder together with R&D and Marketing teams
Serve as key advisor during R&D design input meetings to ensure preventative design improvements
Collect product support requirements from stakeholders inside and outside of own department
Initiate product changes based on product issue trends and complaints/customer feedback
Transfer product knowledge from R&D to 2nd level customer care teams
Coordinate support related communication with other R&D departments for applications used across multiple product portfolios
Create and maintain support-specific documentation
Requirements:
Graduate of a technical or scientific course of study or equivalent working experience
Advanced skills in troubleshooting of software based medical devices
A detail-oriented, analytical mindset with an ability and commitment for problem solving
A well-organized and clearly structured work style and a “can do” mentality
Team worker, fluent verbal and written English communication skills
Excellent documentation habits and a good communicator
Experience with medical image data stored in DICOM (Digital Imaging and Communications in Medicine) standard
Willingness to travel up to 10%
Nice to have:
Ideally knowledge of medical imaging technology (MRI, CT, X-ray)
Ideally knowledge of hospital IT networks and PACS systems
What we offer:
30 vacation days, plus December 24th and December 31st
Flexible working hours
Hybrid work model within Germany
Bike leasing via cooperation partner "BikeLeasing"
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