Technical Support Specialist at Brainlab

📍 Job Overview

Job Title: Technical Support Specialist
Company: Brainlab, Inc.
Location: Westchester, Illinois, United States & Phoenix, Arizona, United States
Job Type: Full-time
Category: Technical Support & Customer Service
Date Posted: June 20, 2025
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: Remote OK (20% travel required)

🚀 Role Summary

Brainlab revolutionized digital medical technology and is now seeking a Technical Support Specialist to provide exceptional support for their Oncology and Surgery Business products. This role involves remote support for both software and hardware, ensuring customer satisfaction and optimizing service quality. The ideal candidate will have a strong comfort level with software and technology, excellent communication skills, and a customer-centric mindset.

📝 Enhancement Note: This role requires a unique blend of technical proficiency and customer service skills, making it an excellent fit for individuals interested in a career in medical technology support or a related field.

💻 Primary Responsibilities

Remote Support: Provide remote support for Brainlab's Oncology and Surgery Business products, including clinical workflows involving software and hardware.
Customer Communication: Keep customers up-to-date regarding their cases and complaints, and maintain control of large-scale issues with proper reporting and updates.
Troubleshooting: Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment.
Documentation: Document all remote support actions in Salesforce, including relevant customer communication and deliverables.
Product Knowledge: Stay informed about new Brainlab product releases and maintain a high level of product knowledge.
Target Achievement: Meet personal and team qualitative and quantitative targets.

🎓 Skills & Qualifications

Education:

B.S. in Biomedical Engineering, Computer Engineering, or a related STEM field (e.g., Biology, Neuroscience). Two-year 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:

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 medical or healthcare environment.

📊 Web Portfolio & Project Requirements

While this role does not require a traditional web portfolio, candidates should be prepared to demonstrate their technical skills and problem-solving abilities through real-life examples or case studies. Familiarity with Salesforce and remote support tools is a plus.

💵 Compensation & Benefits

Salary Range: $55,000 - $75,000 per year (AI-estimated based on provided range and regional market rates for similar roles)

Benefits:

Medical, dental, life, LTD, STD, and matching 401k benefits.
Business casual environment.

Working Hours: Full-time, with occasional travel required (20% during the first six months, 10% thereafter).

🎯 Team & Company Context

Company Culture:

Brainlab is an industry leader in digital surgery, radiotherapy, and integrated operating rooms, serving physicians, medical professionals, and patients in over 6,000 hospitals across 121 countries.
Close-knit teams made of talented, curious, and authentic people work together towards a common goal, making an impact on patients' lives worldwide.

Team Structure:

The Technical Support team works closely with cross-functional teams, including product development, sales, and marketing, to ensure customer satisfaction and optimize product performance.
The team is responsible for delivering professional service on the customer hotline according to established Standard Operating Procedures (SOPs).

Development Methodology:

Brainlab follows a structured approach to technical support, with established SOPs and processes for handling customer issues and complaints.
The company encourages continuous learning and staying up-to-date with the latest medical technology trends.

Company Website: www.brainlab.com

📝 Enhancement Note: Brainlab's focus on continuous learning and staying current with the latest medical technology trends provides ample opportunities for professional growth and development.

📈 Career & Growth Analysis

Technical Support Specialist Role:

This role involves providing remote support for Brainlab's Oncology and Surgery Business products, including clinical workflows involving software and hardware.
The Technical Support Specialist is responsible for optimizing service quality, maximizing customer satisfaction, and maintaining control of large-scale issues.

Growth Opportunities:

With experience and proven success in the Technical Support Specialist role, candidates may have the opportunity to advance to more senior roles within the Technical Support team or explore other career paths within Brainlab, such as Product Support Specialist or Technical Trainer.
Brainlab's commitment to continuous learning and staying current with the latest medical technology trends provides ample opportunities for professional growth and development.

🌐 Work Environment

Office Type: Brainlab offers a business casual environment, fostering a collaborative and innovative work culture.

Office Location(s):

Westchester, Illinois, United States
Phoenix, Arizona, United States

Workspace Context:

The Technical Support team works remotely, providing support to customers worldwide.
A stable internet connection and a quiet workspace are essential for this role.

Work Schedule:

Full-time, with occasional travel required (20% during the first six months, 10% thereafter).
The work schedule may vary depending on customer needs and time zones.

📝 Enhancement Note: Brainlab's remote work environment offers flexibility and the opportunity to work with a diverse, global customer base.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and technical proficiency.
Technical Assessment: A hands-on assessment of troubleshooting and problem-solving skills, focusing on Brainlab's products and software.
Behavioral Interview: An in-depth discussion of the candidate's customer service experience, problem-solving abilities, and cultural fit.
Final Interview: A meeting with the hiring manager to discuss the candidate's qualifications, career goals, and fit within the team.

Portfolio Review Tips:

While this role does not require a traditional web portfolio, candidates should be prepared to discuss their technical skills, problem-solving abilities, and customer service experience through real-life examples or case studies.

Technical Challenge Preparation:

Familiarize yourself with Brainlab's products and software, focusing on Oncology and Surgery Business products.
Brush up on your troubleshooting and problem-solving skills, focusing on software and hardware issues.
Prepare for behavioral interview questions focused on customer service, problem-solving, and teamwork.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Technical Skills: Troubleshooting, Problem Solving, Software, Hardware, Salesforce, Clinical Workflows, Multi-tasking, Detail-Oriented, Self-starter, Professionalism, Adaptability, Teamwork, Active Listening
Industry Terms: Medical Technology, Oncology, Surgery, Customer Service, Technical Support, Remote Support, Customer Satisfaction, Service Quality

🛠 Technology Stack & Web Infrastructure

While this role does not involve web development or infrastructure directly, familiarity with the following technologies is beneficial:

Remote Support Tools: Familiarity with remote support tools, such as screen sharing software and remote desktop access tools, is essential.
Salesforce: Experience with Salesforce or similar Customer Relationship Management (CRM) systems is preferred.
Medical Technology: Familiarity with medical technology, including software and hardware used in oncology and surgery, is a plus.

👥 Team Culture & Values

Brainlab Values:

Patient-Centric: Brainlab's mission is to improve the lives of patients worldwide through innovative medical technology.
Innovation: Brainlab encourages continuous learning and staying current with the latest medical technology trends.
Collaboration: Brainlab fosters a collaborative work environment, with close-knit teams working together towards a common goal.
Excellence: Brainlab strives for excellence in all aspects of its work, from product development to customer support.

Collaboration Style:

Brainlab's Technical Support team works closely with cross-functional teams, including product development, sales, and marketing, to ensure customer satisfaction and optimize product performance.
The team follows a structured approach to technical support, with established SOPs and processes for handling customer issues and complaints.

📝 Enhancement Note: Brainlab's focus on collaboration and continuous learning provides ample opportunities for professional growth and development.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your application through the application link provided.
Tailor your resume to highlight your technical skills, problem-solving abilities, and customer service experience.
Prepare for the phone screen, technical assessment, behavioral interview, and final interview by familiarizing yourself with Brainlab's products, software, and customer service best practices.
Research Brainlab's mission, values, and company culture to ensure a strong fit and demonstrate your enthusiasm for the role during the interview process.

⚠️ 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.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Tailor the content to the Technical Support Specialist role, emphasizing customer service, problem-solving, and technical support skills.
Highlight Brainlab's focus on medical technology, customer satisfaction, and continuous learning.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about the role, company culture, or interview process.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute relevant keywords throughout all sections naturally.

Industry Expertise:

Include specific details about Brainlab's products, software, and customer service processes.
Address the unique challenges and opportunities presented by working in the medical technology industry.
Provide tactical advice for technical assessments, behavioral interviews, and final interviews tailored to the Technical Support Specialist role.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use medical technology, customer service, and technical support industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to Technical Support Specialists.
Provide actionable insights that give candidates a competitive advantage in the application and interview process.

Technical Focus & Portfolio Emphasis:

While this role does not require a traditional web portfolio, candidates should be prepared to discuss their technical skills, problem-solving abilities, and customer service experience through real-life examples or case studies.
Familiarize candidates with Brainlab's products, software, and customer service best practices to ensure a strong fit and demonstrate their enthusiasm for the role during the interview process.

Avoid:

Generic business jargon not relevant to the Technical Support Specialist role.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific role or company culture.
Marketing language unrelated to technical support, customer service, or medical technology.

Technical Support Specialist