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.

The annual salary range for this role is $130,000 to - $141,500.

About You

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.

Responsibilities

• Technical & Clinical Support Leadership
• Serve as the primary escalation point for complex technical and clinical issues that arise during the installation, training, or use of the robotic system.
• Ensure timely, high-quality support through phone, video, and remote access tools.
• Develop and standardize workflows for issue triage, escalation, and resolution processes
• Maintain documentation of support cases and ensure knowledge base content is regularly updated.
• Develop and maintain servicing procedures, service bulletins, risk assessment documents, training materials, and knowledge base articles.
• Provide technical guidance to Mendaera field support teams to expedite onsite issue resolution.
• Support Strategy & Process Innovation
• Design and implement a scalable remote support model that meets customer base and business needs.
• Define track, and optimize key performance metrics like resolution time, first-call fix rate, and NPS.
• Identify and implement tools for remote diagnostics and predictive service delivery.
• Leverage customer data analytics to identify trends and prevent recurring issues.
• Evaluate and recommend AI or automation solutions to improve support efficiency.
• Cross-Functional Collaboration
• Partner with Product Management, R&D, and Field Service for serviceability improvements and supportability.
• Define serviceability requirements, negotiate, and influence stakeholders to prioritize and develop servicing tools and applications.
• Collaborate on remote monitoring and alerting capabilities.
• Provide customer feedback to drive continuous product and process improvements.
• Participate in design reviews and post-market surveillance activities.
• Support product validation and field beta programs in support of service readiness.
• Collaborate with the Operations team on demand planning and forecast FRU needs.
• Support Mendaera’s field hardware and software deployment strategies, ensuring service readiness deliverables are met.

• Team Leadership & Customer Advocacy
• Lead and support remote support specialists, fostering a culture of responsiveness and technical and clinical insight.
• Own customer satisfaction KPIs tied to remote support and ensure high-quality service delivery.
• Mentor team members and contribute to onboarding, training, and professional development programs.
• Actively engage with customers to understand evolving needs and shape support offerings.

Qualifications & Requirements

• Required:
• Bachelor’s degree in Engineering, Biomedical, or related field.
• 5+ years in medical device service and support with capital equipment.
• Proven remote issue resolution experience and troubleshooting for complex hardware and software products.
• Self-motivated and proactive with a passion for quality and continuous improvement.
• Familiarity with FDA and ISO 13485 quality management standards.
• Strong troubleshooting and communication skills.
• Preferred:
• Experience leading/scaling remote support teams.
• Relevant Clinical experience, including but not limited to understanding basic anatomy and physiology.
• Experience in CRM and remote platform expertise (Salesforce, Zendesk, etc.).
• Experience with project management tools (Jira, Confluence, etc.).
• ERP experience (SAP, Oracle, etc.).
• Experience working in a startup or high-growth company environment.
• Understanding of cybersecurity for connected devices.
• 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).