R&D Product Support Specialist

Founded in Munich, Germany in 1989, Brainlab develops, manufactures and markets software-driven medical technology, enabling access to improved, more efficient, less-invasive patient treatments. Our key to success is our creative, talented and hard-working team, which consists of around 2400 dedicated and inspiring individuals in 25 locations worldwide. To succeed in reaching our targets, we are seeking committed colleagues who can stand behind our core values curious, authentic and useful.

As a Product Support Specialist in the Brainlab R&D Product Support division you will be part of an international, multidisciplinary and highly skilled team, responsible for a wide range of mobile platforms and digital OR devices that are used in various clinical use cases.

Your work includes the continuous improvement and refinement of our products and you will be responsible for ensuring that our medical devices stay ahead of the competition. Your contribution has an impact on daily work in hospitals around the world.

As a Product Support Specialist you are responsible for effectively transferring knowledge from R&D into the support organization while providing product design input and helping to improve the clinical outcome for our customers. You play a vital role in the development, support and documentation of our products. As the interface between Support, R&D and Product Management you are playing a key role in ensuring successful product releases and are responsible for 3rd level support of Brainlab hardware products globally.

The main areas of your responsibility would include the following:

3rd Level Support

• Function as interface between R&D, Support and Supplier Quality Management
• Collect product support requirements from stakeholders inside and outside of own department (e.g. other R&D teams, different levels of support/service)
• Coordinate communication with other departments for support related topics
• Serve as key advisor during design input meetings to ensure preventative design improvements with special focus on support and complaint requests

Complaint Handling

• Technical investigator and/or responsible for complaints and CAPAs in product area
• Coordination and prioritization of investigation activities such as special inspections or repair

Knowledge transfer

• Focus on transferring product knowledge from R&D into the organization
• Collect, evaluate and provide systematic feedback from various sources on a cyclical basis acting as key interface for product improvements
• Initiate product changes based on trends and/or supplier and/or complaint feedback
• Be competent in product area

• Education in Engineering or related discipline, plus a minimum of 3 years professional experience
• Experience with electrical products, ideally in a medical environment (knowledge of IEC 60601-x is a plus)
• Knowledge of IT networks
• Enthusiasm for technology and a creative mind
• Ability and commitment for problem solving
• Extensive skills in software and hardware troubleshooting
• A well-organized and clearly structured work style as well as detail orientation and a “can do” mentality
• A high grade of flexibility to find professional solutions for a variety of tasks running on the same time
• Motivation to improve support procedures
• Strong verbal and written English communication skills
• Team work orientation
• Experience with Regulation 2017/745 (MDR) is a plus
• Willingness to travel up to 10- 20%

• A mutually-supportive, international team
• Meaningful work with a lasting impact on medical technology
• 30 vacation days, plus December 24th and December 31st
• Flexible working hours as well as 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

Ready to apply? We look forward to receiving your online application including your first available start date and desired salary. 

Contact person: Géraldine Ferrer