Customer Success Engineer

Description

#### **Who we are** At **Neuroelectrics®** we are on a mission to change brain health forever. We design and manufacture wearable medical devices that **monitor and modulate brain activity** — combining high\-density EEG with non\-invasive neurostimulation to help researchers and clinicians tackle some of the most challenging neurological and psychiatric conditions, from epilepsy and stroke to depression and Alzheimer's. Our technology is used in **leading universities, hospitals and research centres in more than 30 countries**, and we are now expanding our commercial footprint in the EU.#### **Position Summary** Serves on the front lines by answering questions and troubleshooting technical problems through email and scheduled videocalls when needed #### **What will you do** * 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. #### **What do you need** * 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 #### **You will be the perfect fit if you are/have** **Valuable:** * 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. **Skills:** * Passionate about making a difference, gifted with a can\-do attitude. * Reliable, Responsible, and Respectful. * Good communication and presentation skills. * Ability to adapt and work effectively within a rapidly changing and growing environment. * Entrepreneurial spirit with the hunger to succeed; act with a founder’s mindset: have urgency, grit, be adaptable to change, and push boundaries. * Team player, collaborative, innovative, get things done. * Show initiative in setting and meeting goals within an environment of managed change. * Ability to work under pressure, responsible for multiple vital tasks in parallel. * Commitment to quality. #### **If you join us, you will enjoy:** * Competitive salary in the sector (according to your experience/skills). * 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. #### **About us** Neuroelectrics is a creative, high\-tech company offering the best\-in\-class non\-invasive and high\-definition electrical brain stimulation technology for personalized neuromodulation. By measuring and modifying brain function, we aim to restore brain health, minimize disabilities and create a better life for patients.