Product Support Specialist - R&D Product Support

Responsibilities

• Your work drives real impact: the knowledge you transfer, the insights you provide, and the improvements you champion help shape daily clinical workflows in hospitals worldwide.
• You will play a central role in the development, release, and post‑sales phases of our products-contributing to design input, driving service readiness, and delivering expert 3rd‑level support for Brainlab hardware devices globally.
• 3rd Level Support & Cross‑Functional Interface
• Act as the primary interface between R&D, Support, and Quality Management for all support-relevant topics.
• Provide expert 3rd‑level technical support for Brainlab hardware products.
• Gather and consolidate product support requirements from internal and external stakeholders (R&D teams, service teams, etc.).
• Contribute actively to design input discussions to ensure robust, service-friendly product designs.
• Complaint Handling & CAPA
• Serve as technical investigator or responsible owner for complaints and CAPAs within your product area.
• Coordinate and prioritize investigation activities such as in‑depth inspections and special repair analyses.
• Identify trends and recurring issues and drive corrective and preventive actions.
• Knowledge Transfer & Product Improvements
• Lead the transfer of product knowledge from R&D into the global Support Organization.
• Collect, evaluate, and channel feedback from the field, suppliers, and support teams to support continuous product improvement.
• Initiate product changes based on technical trends, complaint insights, or supplier feedback.
• Maintain deep expertise in your assigned product portfolio.
• Degree in Engineering or a related technical field, plus 3+ years of professional experience.
• Solid understanding of IT networks, cybersecurity and troubleshooting. Work experience or hands-on with IT systems is a plus
• Strong analytical skills, creativity, and enthusiasm for technology.
• Comfortable in hands-on situations requiring hand tools.
• Proactive, structured, and reliable work style with strong problem‑solving abilities.
• Proficient in communicating engineering topics into non-engineering environments.
• Ability to manage multiple parallel tasks with high attention to detail.
• Strong communicator with the ability to collaborate across functions and cultures.
• Team-oriented but also comfortable working independently.
• Fluent in written and spoken English.
• Experience in medtech company is a plus.
• Experience with IEC 60601‑x or MDR (EU Regulation 2017/745) is a plus.
• A mutually-supportive, international team
• Meaningful work with a lasting impact on medical technology
• 30 vacation days, plus December 24th and December 31st
• Bike leasing via cooperation partner "BikeLeasing"
• Parking garage and safe underground bike storage
• Award-winning subsidized company restaurant and in-house cafes
• Variety-rich fitness program in our ultra-modern 360m2 company gym
• Regular after work, team, and company events
• Comprehensive training and continuing education opportunities

Benefits

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