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Customer Excellence Engineer

 

Blackrock Microsystems is a privately held company that provides enabling tools for the neuroscience, neural engineering and neuro-prosthetics research and clinical community worldwide. The company is home to a diverse team of talented people who are dedicated to improving human lives. Working with Blackrock Microsystems gives you access to one of the most experienced, educated and forward-thinking electrophysiology teams in the world.

We are looking for a talented and innovative Customer Excellence Engineer to apply their multidisciplinary engineering skills towards ensuring customer success. This role provides support in solving issues for our customers that arise during electrophysiology recording sessions and offline data analysis. It also involves performing some engineering work, testing, and validation for our suite of products and new offerings. Overall, this position requires one to work as a customer facing engineer that also serves as an interface between our engineering, sales, operations, marketing and other internal departments.

Requirements:

  • Required BS or MS in Neuroscience, Computer Science, Electrical Engineering, Biomedical Engineering or similar engineering discipline
  • Proficient at general usage and debugging of computers and software
  • Some experience with Matlab
  • Excellent problem solving skills
  • Exceptional written and verbal communication skills
  • Familiarity with academic research, preferably neuroscience
  • Must be thorough and detail oriented
  • Must be able to work independently with little supervision
  • Demonstrated aptitude and success in fostering solid, value-based customer relationships
  • Capacity to understand customer needs and clearly communicate appropriate solutions
  • Ability to frequently learn new systems and software

 Desired Qualifications:

  • Experience in basic programming for Python or C++
  • Familiar with manufacturing and quality assurance procedures
  • Experience and knowledge of electrical safety requirements for medical devices

Job Responsibilities:

  • Resolve customer issues in a timely manner through phone, email support or on-site visits
  • Develop test protocols and reports
  • Manage personal relationships with customers to provide an expert point of contact
  • Analyze support trends and provide management with summary reports to improve internal processes, current products, and to guide future product development
  • Visit customer labs for training sessions
  • Work closely with sales to conduct product demonstrations for prospective customers
  • This position requires travel of up to 25% of the average workweek (normally distributed once a month)
  • Development of new product plans through communication with leading edge neuroscientists

To apply, send your resume and a video cover letter to jobs@blackrockmicro.com

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