Customer Support Engineer Visa Sponsorship Jobs in Maryland

Company Description

Brainlab revolutionized digital medical technology with the introduction of software for radiosurgery and surgical navigation. Today, Brainlab is an industry leader in digital surgery, radiotherapy and integrated operating rooms. Serving physicians, medical professionals and patients in 6,000+ hospitals in 121 countries, we’re transforming healthcare to improve the lives of patients everywhere. We employ over 2,000 people in 25 locations worldwide. Close-knit teams made of talented, curious and authentic people are working together toward a common goal. Together we’re dedicated to making an impact. Sound like you? Join and grow with us.

Job Description

• Provide on-site consulting and guidance to physicians and Operating Room (OR) personnel by evaluating options and problem-solving during surgery in order to maximize Brainlab product efficiency and usage
• Manage and maintain install base, including basic 3rd Party integrations
• Analyze and resolve product issues for Brainlab systems at assigned Account(s) via Salesforce through detailed analysis and utilization of critical thinking via technical training and documentation
• Utilize engineering expertise to contribute to the quality improvement process by recommending product modifications
• Provide clinical case coverage & support for Complex Cases and Go Live launches (based on availability)
• Manage the process of driving customer utilization, especially via unique workflows and special applications
• Act as escalation point for clinical regional issues
• Direct and assist Radiology staff in performing necessary scans prior to surgery
• Educate/train physicians and hospital personnel, including OR staff, Radiology, Central Sterile Processing, Biomedical and Information Technologies staff, on the use of Image Guided Surgery (IGS) products and services
• Develop and conduct training programs for hospital staff enabling them to implement in-house training
• Act as primary customer liaison, maintaining contact with customer, assessing satisfaction and usage levels and providing recommendations on this process
• Work with the Application Consultant to increase revenue via the sale of spare parts, upgrades, contract renewal, etc.
• Work closely with the Application Consultant, Area Account Manager, and Marketing Manager on market transparency, upgrade initiatives, demo/evaluations, and Research & Development (R&D) projects
• Attend meetings and trade shows to demonstrate and promote IGS products and services
• Keep abreast of developments regarding Brainlab and competitive IGS products and services via ongoing training and individual research and analysis
• Collaborate and strategize with Regional Support Manager to provide regular content for team calls/meetings (e.g. provide clinical knowledge transfer, share best practices, interesting cases or case set-ups, etc.)
• Maintain Salesforce documentation of all working hours
• Attend IGS Continuing Education annually and maintain annual product certification competency
• Ability to travel 25%
• Salary Range 75-90k

Notwithstanding the foregoing, nothing in this job description alters your at-will employment status. Additional duties may be assigned in the discretion of Brainlab.

Qualifications

• Graduate of approved school for Radiologic Technology. Licensed for Maryland in Radiologic technology or the ability to obtain Maryland radiographer license. ARRT registered in Radiography required. Hold advanced certification/registration in CT preferred.
• 1-3 years of experience in a technical support role preferably for a healthcare company or Provider.
• 1-2 years sales experience with healthcare company 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.

Additional Information

In return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.

Brainlab, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Brainlab participates in E-Verify, more information can be found here. To also review the EEO Law Poster, please click here.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to us.hr@brainlab.com.