National Technical Support

at Brainlab Inc. in Westchester, Illinois, United States

Job Description

Perform installations, inspections, verification, corrective and preventive maintenance to ensure the successful installation and service of products; 2nd level field service responsibility for products, both platforms and software; investigate, analyze and recognize trends in technical data and manage escalated cases; maintain and submit technical records and documentation as per regulatory requirements; resolve product issues through detailed analysis and utilization of engineering expertise; manages team schedule to ensure efficient resource allocation for installation, service and preventative maintenance needs; applies customer management skills and technical expertise to meet or exceed customer needs and expectations; proper handling of customer complaints; work with the appropriate authority or department, as required; drive continuous technical skill development of regional service teams with the goal to achieve highest equipment uptime, fast resolutions and lasting customer satisfaction; act as a contact for Product Support Engineers regarding feedback and improvements triggered by service experiences to ensure continuous product/process improvement; lead the introduction of new products to customers by participating in soft launch programs; participate in the development and delivery of technical training, as required; may coordinate other expert company resources required to assist with installation or service activities; participate in special projects; successfully completes company and product trainings as needed to maintain certification; carries out Remote Performance Reviews; responsible for escalated case support which includes troubleshooting for reported customer problems and remote support for the region; mentoring team and accessing individual/team performance. 50% domestic travel. Home worksite (must be based in Mountain or Pacific time zone).