Job Description
Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and Hardware. Delivery of professional service on the customer hotline according to the SOP Hotline. Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment. Optimize service quality and maximize customer satisfaction. Document in Salesforce all remote support actions with relevant customer communication and deliverables. Independently perform routine troubleshooting by providing remote guidance to clinical users during treatment.
Keep customers up-to-date regarding their cases and complaints. Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures. Maintain control of large-scale issues with proper reporting and updates. Read, analyze, interpret and digest product information for new Brainlab product releases. Meet personal/team qualitative and quantitative targets.
About Brainlab
Brainlab is an industry leader in digital surgery, radiotherapy and integrated operating rooms, transforming healthcare to improve the lives of patients.