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BIOTRONIK · 4 months ago

Senior Product Support Engineer

Lake Oswego, OR

Contract

Onsite

Senior Level

BIOTRONIK is a company focused on redefining relief for patients experiencing chronic pain through advanced cardiovascular technologies. They are seeking a Senior Product Support Engineer to provide troubleshooting guidance and support related to their neuromodulation products, while also building workflows and mentoring team members.

BiotechnologyHealth CareMedical

H1B Sponsor Likely

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 (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

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

Qualification

Neuromodulation expertiseCustomer serviceTechnical writingEngineering toolsMedical device experienceProblem-solvingCommunication skillsTime managementAdaptabilityCollaboration

Required

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

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

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

Company

BIOTRONIK

Biotronik is a privately held multinational biomedical technology company headquartered in Berlin, Germany.

Founded in 1999

Berlin, Berlin, DEU

5001-10000 employees

https://www.biotronik.com/de-de

H1B Sponsorship

BIOTRONIK has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)