Product Support Specialist – R&D Product Support

What to Expect

As a Product Support Specialist (PSR) within the Brainlab R&D Product Support division, you will join an international and multidisciplinary team dedicated to advancing our mobile platforms and digital OR technologies. In this role, you are the crucial link between R&D, Product Management, and the global Support Organization, ensuring that Brainlab medical devices are reliable, serviceable, and continuously improving throughout their entire lifecycle.

You will be part of the R&D Product Support team, a group of Product Support Specialists who share a unified mindset, common processes, and a collaborative approach. Together, we support a diverse portfolio spanning Robotics, Image Guided Surgery systems, Digital OR components, and the Brainlab Instrument portfolio. Our multidisciplinary expertise enables us to drive service readiness, product quality, and customer satisfaction across multiple product lines.

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.

Your Responsibilities

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.

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