Job Description
Become the primary point of contact for customers concerning technical inquiries, troubleshooting, and technical support related to BoneMRI.
Your Role
As Customer Service & Support Engineer you will be responsible for technically servicing and supporting new and existing customers.
What you tell at birthdays about your job…
“The company I work for developed a software solution called BoneMRI that prevents the need to expose patients to x-ray-based CT scans with harmful radiation. BoneMRI is a radiation-free alternative that provides both bone and soft tissue information using only one machine and undergoing one exam, which reduces patients’ burden and saves time and money for hospitals. My job is to service and support new and existing customers to make radiation-free bone imaging the standard of care worldwide.”
What you actually will be doing
You will be the primary point of contact for customers concerning technical inquiries, troubleshooting, and technical support related to the MRIguidance BoneMRI application. In the pre-sales phase, you will work closely with potential customers to inform them about the technical integration of the BoneMRI product in their workflows, and trialing that. You will be responsible for technically onboarding new customers, including the management of IT, IT and AI & Data Security type of questionnaires, data processing, and AI intakes. You are responsible for the automation, configuration, and management of software deployment and integration in the customer’s clinical environment.
You will understand the customer’s needs, resolve issues, and ensure a smooth and successful implementation of our solutions. You will collaborate effectively with stakeholders externally (radiologists, IT managers, surgeons) and internally (commercial, development, clinical, and regulatory teams) to serve our prospects and customers. You’re skilled in communicating all feedback effectively to improve internal procedures and the BoneMRI solution based on those insights.
Your responsibilities
You will take a leading role in proactively servicing existing and new customers and reporting to the CEO directly. It is your responsibility to provide excellent customer service, support, and technical assistance.
- Provide timely and effective technical support to customers via phone, email, and other channels, sometimes outside of regular office hours, to accommodate customers in different time zones
- Management of IT, IT and AI & Data Security type of questionnaires, data processing, and AI intakes
- Assist customers with the trialing, installation, configuration, and use of our solutions
- Troubleshoot and resolve customer issues related to the BoneMRI application
- Develop and maintain deployment and customer support documentation and knowledge base
- Gather customer feedback and communicate it to the internal stakeholders for process and product improvement
- Train customers on how to use the BoneMRI application effectively
- Collaborate with sales and marketing teams to support customer acquisition and retention
- Support the development of the BoneMRI product with real-life testing
Qualifications
Minimum qualifications:
- A master’s degree in a related discipline (e.g., computer science, information technology, or a healthcare-related field)
- Experience in a customer service or technical support role, preferably in the healthcare industry
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers from diverse backgrounds
- Strong problem-solving skills and the ability to troubleshoot technical issues
- Ability to work independently and as part of a team
- Proficiency in using support ticketing systems and knowledge base software
- Ability to translate customer needs and desires into proposed product, maintenance, and support system improvements
- Ability to be flexible with work hours to accommodate customers in different time zones
Preferred qualifications:
- Affinity with software development and scripting is beneficial
- Knowledge of hospital infrastructure and medical imaging software, including DICOM
Our values
In a growing company, your personal development is encouraged, ensuring that your skills and capabilities evolve alongside the company’s needs. We believe in the power of a collaborative and open-minded team, driven to innovate in medical imaging and deliver a trustworthy product. As a team of caring professionals, we support each other, bring out the best in one another, and work together to impact lives with radiation-free imaging.
Our offer
- A full-time/part-time position (32-40 hours):
- A market-conforming salary between 3500 and 5000 per month based on 40 hours/week
- Holiday (8%) and employers27 pension contribution (8%), plus an optional bonus in shares/SAR after a year;
- A unique opportunity to become part of a med-tech start-up with vast growth potential;
- Work that has a positive impact on people27s health and life;
- A team of dedicated, intelligent, and ambitious people;
- Progression into a leadership role as your experience and the BoneMRI business evolve;
- Work with leading international partners and key medical experts;
- Work in a highly skilled professional environment where you get both freedom and responsibility;
- Work at our beautiful office at the Maliesingel in Utrecht.
Additional Information
We believe diversity is beneficial for the creativity and a good atmosphere of our company. However, Dutch regulation makes it very complicated for small and medium enterprises to process a work visa for people from outside the EU. Therefore, all people are welcome to apply, as long as we do not have to arrange a work visa.
Acquisition regarding this vacancy is not appreciated.