• A bachelor’s degree in business, Marketing, Engineering, or Biologic Science
• Excellent written and oral communication skills.
• Interpersonal communication skills, customer relations, math aptitude, and diplomacy
• Outstanding organizational development skills and attention to detail and follow-up are necessary.

Minimum Qualifications:

• Bachelor's degree in biomedical engineering, electrical engineering, or a related field.
• Strong troubleshooting skills for both hardware and software issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Willingness to travel occasionally for on-site support.

Nice-to-Have Qualifications:

• Prior experience in technical support, preferably in the healthcare or medical device industry
• Prior experience with surgical robotic or enabling technology systems

• PC/Microsoft Office software suite, Mac/iOS, general office equipment, orthopedic instruments, automobile, smartphone, and mobile apps.
• Problem Solving/Decision Making - Independent, proactive judgment is employed in problem prevention/solving relating to product development, customers, sales policy, strategy, and procedures. Considerable discretion and judgment are exercised in decision-making involving sales policies and procedures. Must be able to make data-driven decisions autonomously.
• The extent of Confidential Information - Highly confidential information regarding technology, revenues, budgets, pricing, sales and marketing strategies, customers, customer preferences, market development, and product development.

Key Responsibilities:

• Technical Assistance:

• Troubleshoot and diagnose hardware and software issues related to NextAR surgical system.
• Collaborate with cross-functional teams to resolve technical challenges and enhance system performance.
• Provide prompt and effective technical support to sales personnel, customers that are utilizing the NextAR Surgical system.

• System Maintenance:
  • Perform regular preventive maintenance on NextAR surgical system to ensure optimal performance and minimize downtime.
  • Coordinate with the engineering team, operations team, and sales personnel to implement software upgrades and hardware modifications.
• Documentation:
  • Maintain detailed records of technical issues, resolutions, and service history for each NextAR surgical system.
  • Create and update documentation, including user manuals, troubleshooting guides, Information Security SOP’s, and maintenance videos.
• Training and Education:
  • Conduct technical onsite installs based on customers' request, on the proper use and maintenance of NextAR surgical equipment.
  • Develop and update training materials to ensure sales personnel have the necessary knowledge to operate the technology effectively and safely.
• Customer Relations:
  • Work with customers' internal Information Technology (IT) teams to assist in the approval/sales process of NextAR Surgical system use.
  • Establish and maintain strong relationships with customers' IT teams by providing excellent technical support and addressing their concerns in a timely manner.
• Collaboration:
  • Work closely with engineers, product managers, and other internal teams to relay customer feedback, report bugs, and contribute to the continuous improvement of the NextAR surgical system.
• Emergency Support:
  • Be available for on-call support to address urgent technical issues outside of regular business hours.
  • Respond promptly to emergency situations to ensure the safety and success of the NextAR Surgical system.
• Performs other related duties as assigned by PM-Enabling Technologies.