Technical Services Engineer

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.

BIOTRONIK is seeking a skilled and service-oriented Technical Service Engineer to join our Advanced Product Support team. In this role, you will provide high-level technical, clinical, and troubleshooting expertise related to BIOTRONIK pacemakers, ICDs, loop recorders, Home Monitoring, and associated technologies. You will collaborate closely with clinicians, field personnel, and internal teams to ensure safe and effective device use while delivering exceptional customer support.

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

• Respond efficiently and accurately to written and verbal technical inquiries regarding device implantation, programming, compatibility, and general product use.
• Troubleshoot and resolve clinical questions in collaboration with field representatives and clinicians, including interpretation of ECG tracings and related data.
• Participate in the Advanced Product Support on-call schedule.
• Create and maintain technical and training documentation based on product specifications.
• Review documentation across departments for accuracy, formatting, and grammar.
• Develop and deliver technical presentations for internal and external audiences.
• Build a deep understanding of the Cardiac Rhythm Management industry to serve as a technical expert within the company.
• Document complaints in accordance with FDA reporting requirements.
• Support BIOTRONIK programmers and remote monitoring technologies through troubleshooting and issue escalation.

Your Profile

• Degree in engineering, nursing, sciences, or equivalent experience in an allied healthcare field.
• Strong presentation, communication, and interpersonal skills.
• High level of accountability and excellent time-management skills.
• Comfortable spending the majority of the workday on a computer and phone while multitasking across inquiries.
• Experience managing high-pressure situations and successful de-escalations in a customer service environment.
• Ability to work collaboratively across teams and all organizational levels.
• Proficiency in Microsoft Word, PowerPoint, and Excel.

Preferred Experience:

• Technical or business writing experience.
• Previous technical support experience in the medical device industry.
• Experience in a technology-driven environment and strong computer proficiency.

Work Environment:

This is a remote role that requires a quiet, distraction-free workspace suitable for customer-facing phone calls and video meetings. You will use BIOTRONIK-provided equipment—including a computer, cell phone, and headset—to support customers via a cloud-based platform handling VoIP calls and emails according to scheduled shift coverage as well as a rotating on-call schedule.

Physical Requirements:

This position is primarily sedentary and performed in a home office setting. Employees must be able to use hands and fingers to operate standard office tools, reach with hands and arms, and communicate clearly via headset and computer. Reasonable accommodations may be made for individuals with disabilities.

Travel Requirements:

Occasional, infrequent travel may be required for training or to support customer presentations.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law. Please note that applications sent by post will only be returned if a sufficiently stamped self-addressed envelope is included.