Technical Services Engineer I

Technical Services Engineer I

BIOTRONIK is one of the leading manufacturers of cardio- and endovascular implants and catheters for cardiac rhythm management, electrophysiology and vascular intervention.

As a globally active company headquartered in Berlin, Germany, we develop, produce and distribute high-quality medical products based on the latest technology and research.

Our success is based on the competence and results-oriented cooperation of our employees.

The Technical Services Engineer will be part of a multidisciplinary team responsible for providing timely and accurate information regarding the specifications and functions of BIOTRONIK’s implantable products, programming devices, and remote monitoring services to field personnel, patients, and our healthcare professional customers.

While some background in the medical field, sciences, or engineering is necessary, in-depth training will also be provided to ensure a high level of product understanding and proficiency in cardiac rhythm management.

Note that this position is a customer-facing sales-support position, and excellent customer service skills are required to succeed.

This position requires the combined skillsets of a Cardiac Rhythm Management device technician, technical writer, and Customer Service agent.

This is a remote work position, and therefore time management and accountability are critical, and a high degree of proficiency working with a computer is desired.

Your Responsibilities

• Efficiently and effectively answer written and oral technical inquiries regarding implantation, programming, device compatibility or any other topic related to BIOTRONIK pacemaker, ICD, loop recorder, Home Monitoring, and accessory devices
• Troubleshoot and resolve clinical questions through direct consultation and / or interpretation of ECG tracings and / or other data working with field personnel and clinicians
• Actively participate in the Advanced Product Support on-call schedule
• Generate technical and training documentation from product specifications
• Perform cross-department documentation review checking for accuracy, formatting, and grammar
• Develop and deliver technical presentations to internal and external customers
• Develop a high-level understanding of the Cardiac Rhythm Management industry to become a technical expert within the Company
• Document complaints for FDA reporting requirements
• Support the use of BIOTRONIK’s programmer and remote monitoring technologies through troubleshooting and issue reporting

Your Profile

• Degree in engineering, nursing, sciences, or equivalent experience in an allied health care field.
• Excellent presentation and interpersonal skills
• High level of accountability and exceptional time management skills to ensure support requirements are met
• Must be comfortable spending the majority of each day on the computer / phone working with a variety of professionals and multi-tasking
• Experience handling high-pressure situations and de-escalations with positive outcomes in a customer service role
• Ability to work in a very collaborative environment with teammates and with colleagues at all levels of the Company
• High level of proficiency with Microsoft Word and Powerpoint is required

Preferred Experience :

• Experience with technical or business writing.
• Previous support experience working in medical device technical support.
• Experience working in a technology driven environment and a high degree of proficiency with computers.

Work Environment :

This job requires a distraction-free space for remote work that is quiet and conducive to customer facing phone calls. The space should also be suitable for video / audio meetings on Microsoft Teams or similar.

The Technical Service Engineer will use a provided computer, cell phone, headset, and other office supplies to participate in a cloud-based support platform to answer Voice over IP (VoIP) calls and emails in accordance with their scheduled work shift coverage.

Physical Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms.

The employee is frequently required to talk and hear.

Travel Requirements :

Occasional, infrequent, travel may be necessary to complete training in-house or to support presentations at a customer’s location.