Customer Success Engineer

Summary

Neuroelectrics is on a mission to change brain health forever by designing and manufacturing wearable medical devices. The Customer Success Engineer will serve on the front lines by providing technical support, resolving customer issues, and maintaining customer records while contributing to the overall team effort.

Responsibilities

• Gives support to the customer after providing the product services
• Resolves product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Launches customer outreach campaigns
• Generates monthly statistics on customer feedback and customer support KPIs
• Maintains customer records, provides troubleshooting guidance and performs root cause investigations in line with the approved procedures
• Recommends potential products or services to management by collecting customer information and analyzing customer needs
• Prepares product or service reports by collecting and analyzing customer information
• Contributes to team effort by accomplishing related results as needed
• Close contact with the R+D team to find and fix the sources of errors
• Performs active testing of medical devices
• Provide replacements to customers according to the warranty process
• Generates reports on the different devices of the company to check and validate our systems
• Validates software’s generating reports in case there are bugs/suggestions and further issues
• Develops and implements AI automation within the department
• Performs Technical Support tasks
• Attends events and travels to customer sites as necessary
• Performs other duties as assigned

Skills

• Bachelor's degree in Biomedical Engineering, Electronic Engineering, Computer Science, or a related field; advanced degree preferred
• Advanced English both written and oral
• Willingness to travel and flexible mindset: with availability for occasional schedule flexibility / weekend support coverage, in accordance with operational needs and local labor regulations
• Good time management skills and proactiveness
• No previous experience is required
• Excellent communication skills
• Strong client management skills
• Electronics and software knowledge
• Understanding of medical devices regulations
• Experience using Matlab and Python
• Autonomous problem-solving capacity and customer issues
• Bio signals knowledge

Qualifications

Must Haves

• Bachelor's degree in Biomedical Engineering, Electronic Engineering, Computer Science, or a related field; advanced degree preferred
• Advanced English both written and oral
• Willingness to travel and flexible mindset: with availability for occasional schedule flexibility / weekend support coverage, in accordance with operational needs and local labor regulations
• Good time management skills and proactiveness
• No previous experience is required

Nice to Haves

• Excellent communication skills
• Strong client management skills
• Electronics and software knowledge
• Understanding of medical devices regulations
• Experience using Matlab and Python
• Autonomous problem-solving capacity and customer issues
• Bio signals knowledge

Benefits

• 26 vacation days per year + 24th and 31th of December.
• Fully stocked kitchen (Coffee, organic fruits, snacks, and beverages).
• Flexible Working Hours.
• Up to 6 days of working from home per month.
• Private Health insurance, including dental coverage.
• Professional development and collaborative environment.
• Unique opportunity to join our company early with excellent market traction.
• Incredible office in Barcelona in Av. Tibidabo (shower, tennis table, stunning views of all of Barcelona, etc.)
• Team Building Events.