(Senior) Product Support Manager – Infrastructure Applications

Brainlab has a broad portfolio of innovative products ranging from whole Digital OR environments to robot assisted image guided surgery and spanning to planning and optimization of radiotherapy treatments.

Our products are used in hospitals worldwide, from large multicenter deployments to solutions for a single operating room. Our vision is to create an environment for clinical staff that allows them to work effectively with the best possible information available. To efficiently develop and integrate our products for such a broad portfolio, many clinical end applications share a set of highly important central infrastructure components.

As a Product Support Manager “Infrastructure Applications”, you are responsible for providing effective knowledge transfer from development teams into the support organization while coordinating product design input and helping to improve the quality and performance of our base platform – ultimately leading to better clinical outcomes for our customers and patients. As an interface between customer support, R&D and product management, you are playing a key role in ensuring successful development and release of our software products. Additionally you are responsible for 3rd level support during the product lifetime in the field. Your contribution has a significant impact on the daily work in hospitals around the world.

As a Product Support Manager your main responsibilities will be to

• evaluate advanced issues that occur during clinical use of our systems in hospitals
• collect, evaluate and provide systematic feedback from various sources to R&D and Marketing on a cyclical basis acting as key interface for product improvements and technical issues
• improve product design together with R&D and Marketing
• systematically analyze and identify trends in product performance
• attend prototype installations and clinical beta cases as expert for new products focusing on evaluating transfer of design intent and develop training concepts
• transfer product knowledge from R&D to customer care
• act as facilitator and mentor for team members serving as coach for their responsibilities and processes
• lead technical investigations for complaints, acting as key reference within team
• create and maintain support-specific documentation (e.g. installation checklists, service manuals)