Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and HardwareDelivery of professional service on the customer hotline according to the SOP HotlineAble to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environmentOptimize service quality and maximize customer satisfactionDocument in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables. Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatmentKeep customers up-to-date regarding their cases and complaintsField customer questions/requests and conduct investigations to resolve issues consistent with established policies and proceduresMaintain control of large-scale issues with proper reporting and updatesRead, analyze, interpret and digest product information for new Brainlab product releasesMeet personal/team qualitative and quantitative targetsSalary range 55-75k