Customer Success Engineer

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.

• 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.