Technical Service Lead - Remote Support1

<div class="content-intro"><p><strong>About Mendaera, Inc.</strong></p> <p>Mendaera is developing technology that will enable all healthcare providers to do more for their patients. Our platform combines real-time imaging, robotics, and artificial intelligence to make precise and consistent intervention more accessible. Our aim is to eliminate barriers in the patient journey, accelerate recovery, delight customers, and reduce cost of care.</p></div><p>&nbsp;</p> <div class="job__description body"> <div> <p>We are seeking a highly skilled and customer-focused Technical Service Lead to build and scale our remote technical and clinical support function for a next-generation robotic medical device platform. In this critical, customer-facing role, the Technical Service Lead will deliver exceptional world-class remote support to healthcare providers and internal field teams. The ideal candidate will have strong technical knowledge of complex capital equipment, a passion for improving customer outcomes, and a vision and ability to innovate and scale support delivery through cutting-edge technologies.</p> <p>The annual salary range for this role is $130,000 to - $141,500.</p> <p><strong>About You</strong></p> <p>We are seeking candidates who thrive in fast-paced environments, embrace ambiguity, can create work products from scratch, possess critical thinking skills, and are detail-oriented.</p> <h2>Responsibilities</h2> <ul> <li><strong>Technical &amp; Clinical Support Leadership</strong></li> <li>Serve as the primary escalation point for complex technical and clinical issues that arise during the installation, training, or use of the robotic system.</li> <li>Ensure timely, high-quality support through phone, video, and remote access tools.</li> <li>Develop and standardize workflows for issue triage, escalation, and resolution processes</li> <li>Maintain documentation of support cases and ensure knowledge base content is regularly updated.</li> <li>Develop and maintain servicing procedures, service bulletins, risk assessment documents, training materials, and knowledge base articles.</li> <li>Provide technical guidance to Mendaera field support teams to expedite onsite issue resolution.</li> <li><strong>Support Strategy &amp; Process Innovation</strong></li> <li>Design and implement a scalable remote support model that meets customer base and business needs.</li> <li>Define track, and optimize key performance metrics like resolution time, first-call fix rate, and NPS.</li> <li>Identify and implement tools for remote diagnostics and predictive service delivery.</li> <li>Leverage customer data analytics to identify trends and prevent recurring issues.</li> <li>Evaluate and recommend AI or automation solutions to improve support efficiency.</li> <li><strong>Cross-Functional Collaboration</strong></li> <li>Partner with Product Management, R&amp;D, and Field Service for serviceability improvements and supportability.</li> <li>Define serviceability requirements, negotiate, and influence stakeholders to prioritize and develop servicing tools and applications.</li> <li>Collaborate on remote monitoring and alerting capabilities.</li> <li>Provide customer feedback to drive continuous product and process improvements.</li> <li>Participate in design reviews and post-market surveillance activities.</li> <li>Support product validation and field beta programs in support of service readiness.</li> <li>Collaborate with the Operations team on demand planning and forecast FRU needs.</li> <li>Support Mendaera’s field hardware and software deployment strategies, ensuring service readiness deliverables are met.</li> </ul> <p>&nbsp;</p> <ul> <li><strong>Team Leadership &amp; Customer Advocacy</strong></li> <li>Lead and support remote support specialists, fostering a culture of responsiveness and technical and clinical insight.</li> <li>Own customer satisfaction KPIs tied to remote support and ensure high-quality service delivery.</li> <li>Mentor team members and contribute to onboarding, training, and professional development programs.</li> <li>Actively engage with customers to understand evolving needs and shape support offerings.</li> </ul> <p>&nbsp;</p> <h2>Qualifications &amp; Requirements</h2> <ul> <li>Required:</li> <li>Bachelor’s degree in Engineering, Biomedical, or related field.</li> <li>5+ years in medical device service and support with capital equipment.</li> <li>Proven remote issue resolution experience and troubleshooting for complex hardware and software products.</li> <li>Self-motivated and proactive with a passion for quality and continuous improvement.</li> <li>Familiarity with FDA and ISO 13485 quality management standards.</li> <li>Strong troubleshooting and communication skills.</li> <li>Preferred:</li> <li>Experience leading/scaling remote support teams.</li> <li>Relevant Clinical experience, including but not limited to understanding basic anatomy and physiology.</li> <li>Experience in CRM and remote platform expertise (Salesforce, Zendesk, etc.).</li> <li>Experience with project management tools (Jira, Confluence, etc.).</li> <li>ERP experience (SAP, Oracle, etc.).</li> <li>Experience working in a startup or high-growth company environment.</li> <li>Understanding of cybersecurity for connected devices.</li> <li>The ideal candidate is located in the Central or Eastern time zones; West Coast candidates must be willing to work on Eastern Standard Time (EST).</li> </ul> <p><strong>Location:&nbsp;</strong>Preferred Eastern or Central location</p> </div> </div> <div class="job-alert job-alert--margin"> <div>&nbsp;</div> </div>