Product Support Specialist (PSR) – Snke Theater R&D

As a Product Support Specialist (PSR) within the Snke Theater R&D organization, you will join an international, multidisciplinary team shaping the next generation of our edge platforms and digital OR technologies. In this role, you act as the key interface between R&D and the global support organizations of our partners, ensuring that Snke medical devices remain reliable, serviceable, and continuously improved throughout their lifecycle.

Your Responsibilities

3rd‑Level Support & Cross‑Functional Interface

• Act as the central point of contact between R&D, Support, and Quality Management for all support‑relevant topics.
• Provide expert 3rd‑level technical support for Snke Theater systems, covering both hardware and software.
• Gather, consolidate, and structure product support requirements from internal and external stakeholders (e.g., customer feedback, service teams).
• Contribute to design input discussions to ensure robust, service‑friendly product architectures.
• Support R&D with realistic test setups and field‑relevant scenarios.

Complaint Handling & CAPA

• Serve as technical investigator or responsible owner for complaints and CAPAs within your product scope.
• Coordinate and prioritize investigation activities, including in‑depth inspections and special repair analyses.
• Identify trends, recurring issues, and systemic risks, and drive effective corrective and preventive actions.

Knowledge Transfer & Product Improvements

• Lead the knowledge transfer from R&D into global Support Organizations.
• Collect, evaluate, and channel field feedback, supplier insights, and service data to drive continuous product improvement.
• Maintain deep, up‑to‑date expertise in your assigned product portfolio and act as a subject‑matter expert across the organization.

• Degree in Engineering or a related technical field, plus 3+ years of professional experience.
• Solid understanding of IT networks, cybersecurity, and troubleshooting; hands‑on experience with IT systems is a plus.
• Strong analytical skills, creativity, and enthusiasm for technology.
• Comfortable working in hands‑on environments, including the use of hand tools.
• Proactive, structured, and reliable work style with strong problem‑solving abilities.
• Ability to translate complex engineering topics into clear communication for non‑engineering audiences.
• Skilled at managing multiple parallel tasks with high attention to detail.
• Strong communicator with the ability to collaborate across functions and cultures.
• Team‑oriented but also confident working independently.
• Fluent in written and spoken English.
• Experience in a medtech environment is a plus.
• Familiarity with IEC 60601‑x or MDR (EU Regulation 2017/745) is a plus.

• A supportive, international team connected by shared values and a culture of trust
• Meaningful responsibilities with a lasting impact on global healthtech, improving medical decisions and patient outcomes
• 30 vacation days, plus December 24th and December 31st
• Flexible working hours and a hybrid work model within Germany
• Bike leasing via our partner “BikeLeasing”
• Parking garage and secure underground bike storage
• Subsidized company restaurant and in‑house café
• Urban Sports Club membership with employer contribution
• Regular after‑work, team, and company events
• Centrally located, modern workspace with a 212 m² rooftop terrace

Ready to apply? We look forward to receiving your online application including your first available start date.

Contact person: Tatjana von Freyberg