Technical Support Specialist

📍 Job Overview

• Job Title: Technical Support Specialist
• Company: Brainlab
• Location: Westchester, Illinois, United States (Remote OK)
• Job Type: Full-time
• Category: Customer Support & Services
• Date Posted: June 20, 2025
• Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

Brainlab, a leading innovator in digital medical technology, is seeking a Technical Support Specialist to provide remote assistance for their Oncology and Surgery Business products. This role involves supporting clinical workflows that combine software and hardware, optimizing service quality, and maximizing customer satisfaction.

📝 Enhancement Note: This role requires a strong comfort level with software and technology, as well as excellent communication skills to effectively support customers in a clinical environment.

💻 Primary Responsibilities

• Remote Support: Provide remote support (phone and screen sharing sessions) for Brainlab's Oncology and Surgery Business products, including clinical workflows that involve both Software and Hardware.
• Customer Interaction: Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures.
• Documentation: Document all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables in Salesforce.
• Issue Resolution: Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment.
• Customer Communication: Keep customers up-to-date regarding their cases and complaints, and maintain control of large-scale issues with proper reporting and updates.
• Product Knowledge: Read, analyze, interpret, and digest product information for new Brainlab product releases.
• Performance Metrics: Meet personal/team qualitative and quantitative targets.

🎓 Skills & Qualifications

Education: A B.S. in Biomedical Engineering, Computer Engineering, or a related life sciences (Biology, Neuroscience) or STEM field is required. An Associate's degree with relevant clinical/technical support experience may also be considered.

Experience: Previous experience in any type of customer service role is preferred.

Required Skills:

• High comfort level with software and technology in general
• Excellent written and verbal communication skills in English
• Strong phone and verbal communication skills along with active listening
• Detail-oriented individual with strong problem-solving skills
• Self-starter, working without close supervision and completing tasks on time according to established policies and procedures
• Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management
• Ability to multi-task, set priorities, and manage time effectively
• Works well in a team environment and individually

Preferred Skills:

• Additional fluency in Spanish and/or Portuguese
• Previous experience in a technical support or customer service role

📝 Enhancement Note: While a degree in a relevant field is preferred, Brainlab is open to considering candidates with an Associate's degree and relevant clinical/technical support experience.

📊 Web Portfolio & Project Requirements (N/A for this role)

📊 This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this position is $55,000 to $75,000 per year.

Benefits:

• Medical, dental, life, LTD, STD, and matching 401k benefits
• Business casual environment
• Opportunities for professional growth and development

Working Hours: This role requires a full-time commitment, with the ability to travel up to 20% for training during the first six months and 10% thereafter.

📝 Enhancement Note: Although the salary range is provided, it is essential to research local salary standards and cost of living for a more accurate understanding of the compensation package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Brainlab operates in the medical technology industry, specializing in digital surgery, radiotherapy, and integrated operating rooms.

Company Size: Brainlab employs over 2,000 people in 25 locations worldwide, with a close-knit team structure that values talented, curious, and authentic people working together toward a common goal.

Founded: Brainlab was founded in 1989 and has since grown into an industry leader, serving physicians, medical professionals, and patients in over 6,000 hospitals across 121 countries.

Team Structure:

• Brainlab's technical support team consists of dedicated professionals responsible for providing remote assistance to customers using their products in a clinical environment.
• The team works closely with other departments, such as product development and sales, to ensure customer satisfaction and improve product offerings.

Development Methodology:

• Brainlab follows established policies and procedures for remote support and issue resolution.
• The company emphasizes continuous learning and improvement, encouraging employees to stay up-to-date with the latest product releases and industry trends.

Company Website: www.brainlab.com

📝 Enhancement Note: Brainlab's company culture emphasizes professionalism, adaptability, and a strong sense of teamwork, making it an ideal environment for candidates who enjoy supporting others and thrive in a dynamic, collaborative setting.

📈 Career & Growth Analysis

Technical Support Specialist Career Level: This entry-level to mid-level role offers an excellent opportunity for individuals interested in starting or advancing their career in technical support, with a focus on the medical technology industry.

Reporting Structure: Technical Support Specialists report directly to the Technical Support Manager and work closely with other team members, as well as cross-functional departments such as product development and sales.

Technical Impact: In this role, you will directly impact customer satisfaction and product improvement by providing top-notch remote support and effectively communicating customer feedback to the relevant teams.

Growth Opportunities:

• Career Progression: With experience and demonstrated success, Technical Support Specialists can advance to senior roles within the technical support team or explore opportunities in other departments, such as product development or sales.
• Technical Skill Development: Brainlab encourages continuous learning and offers opportunities for employees to develop their skills and knowledge in medical technology and related fields.
• Leadership Potential: As a Technical Support Specialist, you will have the opportunity to mentor new team members, lead projects, and contribute to process improvements, fostering your leadership skills.

📝 Enhancement Note: Brainlab's commitment to employee growth and development, along with its strong company culture, provides an excellent environment for Technical Support Specialists to build a successful career in the medical technology industry.

🌐 Work Environment

Office Type: Brainlab offers a business casual environment, fostering a relaxed yet professional atmosphere that encourages collaboration and creativity.

Office Location(s): Brainlab's headquarters are in Munich, Germany, with additional offices in 24 countries worldwide, including the United States. This role can be performed remotely from any of the supported locations.

Workspace Context:

• Remote Work: As a Technical Support Specialist, you will work remotely, providing support to customers via phone and screen sharing sessions.
• Equipment Provided: Brainlab provides the necessary equipment and tools for remote work, including a laptop and remote access software.
• Collaboration: Brainlab emphasizes cross-functional collaboration, with Technical Support Specialists working closely with other departments to ensure customer satisfaction and product improvement.

Work Schedule: This role requires a full-time commitment, with the ability to travel up to 20% for training during the first six months and 10% thereafter. The work schedule is typically Monday through Friday, with some flexibility to accommodate customer needs.

📝 Enhancement Note: Brainlab's remote work environment and commitment to employee well-being make it an attractive option for candidates seeking a flexible, supportive work arrangement.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess your communication skills and understanding of the role.
2. Technical Assessment: A hands-on assessment of your problem-solving skills and ability to troubleshoot technical issues remotely.
3. Behavioral Interview: An in-depth discussion of your customer service experience, problem-solving approach, and cultural fit with Brainlab.
4. Final Interview: A meeting with the hiring manager to discuss your career goals, expectations, and any remaining questions.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on your problem-solving skills and familiarize yourself with common technical support scenarios.
• Practice active listening and clear communication, as these skills are essential for remote support.
• Research Brainlab's products and understand their clinical applications to better assist customers.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Brainlab's interview process focuses on assessing your technical support skills, problem-solving abilities, and cultural fit with the company. Preparation should emphasize these areas to ensure a successful interview.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

🛠 This role does not require a specific technology stack or web infrastructure knowledge, as it is not a web development or server administration position.

👥 Team Culture & Values

Brainlab Values:

• Customer Focus: Brainlab prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
• Innovation: Brainlab fosters a culture of continuous learning and improvement, encouraging employees to challenge the status quo and drive innovation.
• Collaboration: Brainlab emphasizes teamwork and cross-functional collaboration, with employees working together to achieve common goals.
• Integrity: Brainlab upholds the highest ethical standards, acting with honesty and transparency in all interactions.
• Excellence: Brainlab strives for excellence in all aspects of its operations, continuously improving its products and services to meet the evolving needs of its customers.

Collaboration Style:

• Cross-Functional Integration: Brainlab encourages collaboration between departments, with Technical Support Specialists working closely with product development, sales, and other teams to ensure customer satisfaction and product improvement.
• Code Review Culture: Brainlab applies a code review-like approach to its internal processes, with employees reviewing and providing feedback on each other's work to ensure quality and consistency.
• Knowledge Sharing: Brainlab fosters a culture of knowledge sharing, with employees actively seeking and providing opportunities for learning and growth.

📝 Enhancement Note: Brainlab's strong company culture and commitment to its values provide an excellent environment for Technical Support Specialists to grow both personally and professionally.

🌐 Challenges & Growth Opportunities

Technical Challenges:

• Remote Support: Providing remote support to customers in a clinical environment can be challenging, requiring strong problem-solving skills and the ability to work independently.
• Time Management: Balancing multiple customer support requests and maintaining control of large-scale issues can be demanding, requiring effective time management and prioritization skills.
• Continuous Learning: Staying up-to-date with Brainlab's products and the latest medical technology trends can be challenging, requiring a commitment to continuous learning and professional development.

Learning & Development Opportunities:

• Product Training: Brainlab offers comprehensive product training to ensure Technical Support Specialists have the knowledge and skills necessary to provide top-notch remote support.
• Industry Conferences: Brainlab encourages employees to attend industry conferences and events to stay current with the latest trends and best practices in medical technology.
• Mentorship Program: Brainlab offers a mentorship program to help new employees integrate into the team and develop their skills and knowledge in the medical technology industry.

📝 Enhancement Note: Brainlab's commitment to employee growth and development, along with its strong company culture, provides an excellent environment for Technical Support Specialists to overcome challenges and achieve their full potential.

💡 Interview Preparation

Technical Questions:

• Problem-Solving Scenarios: Be prepared to discuss your approach to common technical support scenarios and demonstrate your ability to troubleshoot issues remotely.
• Customer Interaction: Expect questions about your customer service experience, active listening skills, and ability to communicate effectively with customers in a clinical environment.
• Product Knowledge: Brush up on Brainlab's products and be ready to discuss their clinical applications and features.

Company & Culture Questions:

• Brainlab's Mission: Be prepared to discuss why you are interested in working for Brainlab and how your skills and experience align with the company's mission and values.
• Company Culture: Expect questions about your understanding of Brainlab's company culture and how you would contribute to a positive, collaborative work environment.
• Long-Term Goals: Be ready to discuss your career goals and how this role fits into your long-term plans for professional growth and development.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Brainlab's interview process focuses on assessing your technical support skills, problem-solving abilities, and cultural fit with the company. Preparation should emphasize these areas to ensure a successful interview.

📌 Application Steps

To apply for this Technical Support Specialist position:

1. Submit your application through the application link provided in the job listing.
2. Prepare for the phone screen by reviewing the job description and practicing your communication skills.
3. Brush up on your problem-solving skills and familiarize yourself with common technical support scenarios.
4. Research Brainlab's products and understand their clinical applications to better assist customers.
5. Prepare for the behavioral interview by reflecting on your customer service experience and problem-solving approach.
6. Review Brainlab's company culture and values, and be ready to discuss how you align with the organization's mission and goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.