EBR Systems, Inc.

Customer Support

• Oversee the full order-to-cash process, customer order management, CRM administration, and sales operations support
• Manage order verification for products, product upgrades, service upgrades, demo kits, and internal and external requests
• Ensure timely and accurate processing of customer orders while maintaining customer satisfaction
• Manage relationships with external vendors and service providers supporting customer service operations
• Identify process improvement opportunities and implement best practices within order management and customer service functions
• Monitor inventory levels and coordinate with Manufacturing and Supply Chain to support product availability and fulfillment
• Conduct inventory forecasting and monitor backorders, lead times, and supply constraints
• Investigate and resolve order-related issues, discrepancies, and customer concerns
• Partner with Manufacturing, Supply Chain, Field Sales, Finance, and Quality to support business objectives
• Support the implementation, enhancement, integration, and ongoing optimization of Salesforce and related business systems
• Maintain accurate records, reports, and documentation within Microsoft Excel, MasterControl, Salesforce, and other business applications
• Manage Field Sales credential verification through MasterControl
• Audit device tracking processes within MasterControl and coordinate corrective actions with the Quality team
• Support department initiatives and special projects as assigned
• Supervise one Customer Service Representative, providing day-to-day direction, workload prioritization, coaching, development, and performance management
• Ensure customer inquiries, escalations, and operational issues are addressed accurately, consistently, and promptly
• Perform other duties as assigned

Customer Service Manager

Engineer

• Support clinical study execution, including recruitment, site start-up, enrollment, and follow-up visits
• Provide hands-on clinical, technical, and educational support at study sites
• Train and educate physicians, coordinators, and staff on WiSE System use and study procedures
• Build and refine processes that enhance site efficiency
• Troubleshoot procedural or device-related issues and relay feedback to internal teams
• Contribute to educational content, investigator meetings, and continuous improvement initiatives
• Ensure compliance with clinical study protocols, Good Clinical Practice, and regulatory requirements
• Build relationships with investigators and site staff as liaison between clinical sites and EBR Systems teams
• Provide engineering, education, and clinical support for field inquiries
• Support clinical monitoring and data collection activities
• Mentor and onboard new Field Clinical Engineers
• Collaborate with Commercial, Clinical Operations, Data Management, Quality, and Regulatory teams
• Develop, review, and maintain site manuals, training materials, and study tools
• Participate in site initiation visits, mock implants, and readiness assessments
• Support data integrity, query resolution, and timely, accurate data entry
• Represent the company at scientific meetings and congresses
• Track site and program performance metrics and provide field-based insights
• Provide mentorship and guidance to Field Clinical Engineers or contracted clinical support staff
• Coordinate site coverage schedules and serve as an escalation point for site-related issues
• Provide management feedback on field team performance and study support improvements

Field Clinical Engineer

General

• Lead acoustic window screens on candidate patients at hospital and clinic sites using linear and cardiac probes according to the approved AWS protocol and IFU
• Guide and oversee acquisition of acoustic window measurements and patient information for WiSE System implants
• Document measurements and patient information
• Determine and document viable and optimal windows; identify and explain non-qualifying patients
• Identify and document cardiac abnormalities or anatomical findings affecting implantation or system function and escalate as appropriate
• Prepare timely, accurate AWS reports for implanting physicians, Field Clinical Specialists, Territory Managers, and internal stakeholders
• Translate screening findings into pre-case guidance on target implant site selection and expected approach
• Participate in pre-case planning and re-scan or confirm window selection on procedure day when required
• Provide imaging support, including patient positioning guidance and implant site marking
• Partner with account and EBR field teams on screening logistics, scheduling, and site readiness
• Participate in post-case reviews and feed learnings into protocol and training
• Train hospital sonographers, echo lab staff, physicians, and other healthcare professionals on AWS protocol, image acquisition, and measurement technique
• Train and assess internal field team members on screening workflow and imaging fundamentals
• Perform quality-control reviews of screens completed by others and correct measurement or protocol deviations
• Assess site and personnel readiness for independent screening and recommend support, retraining, or independent status
• Maintain compliant training and screening documentation
• Provide field feedback to Training & Education, Clinical Affairs, Marketing, Engineering, and R&D
• Support introduction of new imaging modalities
• Identify trends in screening outcomes, anatomical patterns, and workflow barriers
• Maintain clinical, technical, and product knowledge of the WiSE System and implant procedure
• Ensure compliance with regulatory requirements, patient privacy obligations, hospital credentialing requirements, and company policy
• Travel extensively to support field-based case scheduling

Field Imaging Specialist – Acoustic Window Screening

• Lead acoustic window screens on candidate patients at hospital and clinic sites using linear and cardiac probes according to the approved AWS protocol and IFU
• Guide and oversee acquisition of acoustic window measurements and required patient information for WiSE System implants
• Document measurements and patient information
• Determine and document viable and optimal windows
• Identify non-qualifying patients and communicate the rationale
• Identify and document cardiac abnormalities or anatomical findings affecting implantation or system function
• Escalate findings to physicians and internal stakeholders as appropriate
• Prepare timely, accurate AWS reports for implanting physicians, Field Clinical Specialists, Territory Managers, and internal stakeholders
• Translate screening findings into pre-case guidance on target implant site selection and expected approach
• Participate in pre-case planning with implanting physicians, Field Clinical Specialists, and Territory Managers
• Re-scan or confirm window selection on the day of procedures when required
• Provide imaging support for cases, including patient positioning guidance and implant site marking
• Partner with the field team on screening logistics, patient scheduling, and site readiness
• Participate in post-case reviews and feed learnings into protocol and training
• Train hospital sonographers, echo lab staff, physicians, and other healthcare professionals on AWS protocol, image acquisition, and measurement technique
• Train and assess internal field team members on screening workflow and imaging fundamentals
• Provide feedback on in-field screening performance
• Perform quality-control reviews of screens completed by others and correct protocol deviations
• Assess site and personnel readiness for independent screening and recommend support, retraining, or independent status
• Maintain compliant training and screening documentation
• Provide field feedback to Training & Education, Clinical Affairs, Marketing, Engineering, and R&D
• Support introduction of new imaging modalities
• Identify trends in screen pass/fail rates, anatomical patterns, and workflow barriers
• Maintain clinical, technical, and product knowledge related to the WiSE System and implant procedure
• Ensure compliance with regulatory requirements, patient privacy obligations, hospital credentialing requirements, and company policy
• Perform other duties as assigned

• Lead acoustic window screens on candidate patients at hospital and clinic sites using linear and cardiac probes
• Guide and oversee acquisition of acoustic window measurements and required patient information for WiSE System implants
• Document measurements and patient information according to the approved AWS protocol and IFU
• Determine and document viable and optimal windows and identify patients who do not qualify
• Identify and document cardiac abnormalities or anatomical findings that could affect implantation or system function
• Prepare timely, accurate AWS reports for implanting physicians, Field Clinical Specialists, Territory Managers, and internal stakeholders
• Translate screening findings into pre-case guidance on target implant site selection and expected approach
• Participate in pre-case planning and re-scan or confirm window selection on procedure days when required
• Provide imaging support, patient positioning guidance, and implant site marking
• Partner with account and field teams on screening logistics, scheduling, and site readiness
• Participate in post-case reviews and feed learnings into protocol and training
• Train hospital sonographers, echo lab staff, physicians, and other healthcare professionals on AWS protocol and technique
• Train and assess internal field team members on screening workflow and imaging fundamentals
• Perform quality-control reviews and correct measurement or protocol deviations
• Assess site and personnel readiness for independent screening
• Maintain compliant training and screening documentation
• Provide field feedback to Training & Education, Clinical Affairs, Marketing, Engineering, and R&D
• Support new or additional imaging modalities as the screening program evolves
• Identify trends in screen pass/fail rates, anatomical patterns, and workflow barriers
• Maintain clinical, technical, and product knowledge related to the WiSE System and implant procedure
• Ensure compliance with regulatory requirements, patient privacy obligations, hospital credentialing requirements, and company policy

• Lead acoustic window screens on candidate patients at hospital and clinic sites using linear and cardiac probes in accordance with the approved AWS protocol and IFU
• Guide and oversee acquisition of acoustic window measurements and required patient information for WiSE System implants
• Document measurements and patient information
• Determine and document viable and optimal windows; identify non-qualifying patients and communicate the rationale
• Identify and document cardiac abnormalities or anatomical findings affecting implantation or system function, escalating as appropriate
• Prepare timely, accurate AWS reports for physicians, Field Clinical Specialists, Territory Managers, and internal stakeholders
• Translate screening findings into pre-case guidance on target implant site selection and expected approach
• Participate in pre-case planning and re-scan or confirm window selection on procedure days when required
• Provide imaging support, including patient positioning guidance and implant site marking
• Coordinate with account and field teams on screening logistics, patient scheduling, and site readiness
• Participate in post-case reviews and feed learnings into protocol and training
• Train hospital sonographers, echo lab staff, physicians, and other healthcare professionals on AWS protocol, image acquisition, and measurement technique
• Train and assess internal field team members on screening workflow and imaging fundamentals
• Perform quality-control reviews and correct measurement or protocol deviations
• Assess site and personnel readiness for independent screening and recommend support, retraining, or independent status
• Maintain compliant training and screening documentation
• Provide structured field feedback to Training & Education, Clinical Affairs, Marketing, Engineering, and R&D
• Support introduction of new imaging modalities
• Identify trends in screen pass/fail rates, anatomical patterns, and workflow barriers
• Maintain clinical, technical, and product knowledge related to the WiSE System and implant procedure
• Ensure compliance with regulatory requirements, patient privacy obligations, hospital credentialing requirements, and company policy
• Perform other duties as assigned

Clinical Specialist

• Provide on-site clinical assistance and technical expertise during LV leadless therapy procedures
• Identify suitable patients, ensure adherence to best practices, and troubleshoot devices
• Assist with pre-procedure planning and post-procedure follow-up
• Deliver product training, presentations, and hands-on demonstrations for healthcare professionals
• Guide users through imaging modalities, procedure workflows, and evolving product features
• Build and maintain relationships with physicians, research coordinators, and clinical teams
• Serve as primary point of contact for assigned sites
• Facilitate device utilization, procedural planning, and logistical support
• Develop and deliver educational materials, models, simulations, and in-service programs
• Ensure teams understand device functionality, procedural techniques, and clinical data interpretation
• Gather and analyze feedback on device performance, procedural efficiency, and patient outcomes
• Identify trends, improvement areas, and innovation opportunities
• Collaborate with engineering and product development on product enhancements
• Ensure clinical activities comply with regulatory requirements and company policies
• Generate accurate documentation and maintain vendor credentials for healthcare facility access
• Perform other duties as assigned

Field Clinical Specialist

• Provide on-site clinical assistance and technical expertise during LV leadless therapy procedures
• Identify suitable patients, ensure adherence to best practices, and troubleshoot devices
• Assist with pre-procedure planning and post-procedure follow-up
• Deliver product training, presentations, and hands-on demonstrations for healthcare professionals
• Guide users through imaging modalities, procedure workflows, and evolving product features
• Build and maintain relationships with physicians, research coordinators, and clinical teams
• Serve as the primary point of contact for assigned sites
• Facilitate device utilization, procedural planning, and logistical support
• Develop and deliver educational materials, models, simulations, and in-service programs
• Gather and analyze feedback on device performance, procedural efficiency, and patient outcomes
• Collaborate with engineering and product development on product enhancements and future innovations
• Ensure clinical activities comply with regulatory requirements, company policies, compliance standards, and ethical guidelines
• Generate accurate documentation and maintain vendor credentials for healthcare facility access

• Provide comprehensive clinical, technical, and educational support for leadless left ventricular Cardiac Resynchronization Therapy devices
• Provide on-site clinical assistance and technical expertise during LV leadless therapy procedures
• Identify suitable patients, ensure adherence to best practices, and troubleshoot devices
• Assist with pre-procedure planning and post-procedure follow-up
• Deliver training sessions, presentations, and hands-on demonstrations for healthcare professionals
• Guide users through imaging modalities, procedure workflows, and evolving product features
• Build and maintain relationships with physicians, research coordinators, and clinical teams
• Serve as primary point of contact for assigned sites
• Facilitate device utilization, procedural planning, and logistical support
• Develop and deliver educational materials, models, simulations, and in-service programs
• Ensure teams understand device functionality, procedural techniques, and clinical data interpretation
• Gather feedback on device performance, procedural efficiency, and patient outcomes
• Collect feedback through surveys, interviews, and focus groups
• Analyze feedback data to identify trends, improvement areas, and innovation opportunities
• Collaborate with engineering and product development on product enhancements and future innovations
• Ensure clinical activities comply with regulatory requirements and company policies
• Generate accurate documentation and maintain continuous records
• Secure and maintain vendor credentials for healthcare facility access
• Perform other duties as assigned