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.