About the Opportunity Mendaera is looking for a highly skilled and proactive Product Support Manager to lead the development, execution, and continuous improvement of our product and technical support ecosystem for Mendaera’s next-generation robotic medical device platform. This role ensures that customers and internal field teams receive exceptional support through robust troubleshooting tools, data-driven insights, and mature support processes. The ideal candidate has experience supporting complex capital equipment, thrives in fast-paced environments, and enjoys building scalable support infrastructure from the ground up.

The annual salary range for this role is $125,000 to $142,000.

Responsibilities

Product Support Leadership

• Own overall product support readiness, ensuring troubleshooting workflows, service tools, FRU strategies, and diagnostic resources are well-developed.
• Lead root-cause investigations for systemic issues and drive cross-functional corrective actions with Engineering, Product, and Quality.
• Define and maintain serviceability requirements for new features, hardware updates, and system enhancements.
• Partner with R&D, Quality and Regulatory on failure analysis, field data review, release processes and reliability improvement initiatives.

Knowledge & Documentation Management

• Create, structure, and govern service documentation: troubleshooting guides, FRU replacement procedures, work instructions, service bulletins, and support playbooks.
• Build and maintain an internal and external knowledge base, ensuring continuous updates from field learnings.
• Establish documentation standards, revision control practices, and release processes with Quality and Regulatory.

Service Readiness & Cross-Functional Alignment

• Ensure readiness for new hardware/software releases by aligning support materials, tools, training, and processes prior to field deployment.
• Participate in FMEAs, design reviews, hazard analyses, and post-market surveillance activities.
• Collaborate closely with Product Management and Engineering to ensure serviceability is incorporated early in the design lifecycle.
• Develop and maintain service readiness deliverables for all deployments and upgrades.

Field & Remote Support Enablement

• Provide technical guidance and advanced troubleshooting support to Field Service Engineers, Remote Support Specialists, and Clinical teams.
• Troubleshoot software-related issues, including Linux-based subsystems, application logs, networking, services, and system-level diagnostics.
• Translate common failure modes into clear troubleshooting pathways that improve first-call resolution and reduce escalations.
• Analyze field performance data to identify trends and drive corrective or preventive actions.

Service Operations Support

• Support in-house repair strategies, including refurbishment processes, testing requirements, and repair documentation.
• Collaborate on FRU lifecycle management, including specifications, readiness criteria, troubleshooting procedures, and yield tracking.
• Partner with Supply Chain and Engineering on FRU cost optimization and repair-versus-replace decisions.
• Maintain support materials for demo systems and ensure demo units reflect commercial configuration and quality.
• Provide technical insight supporting demo system troubleshooting and rapid turnaround needs.

Process Innovation & Tooling

• Evaluate and implement tools to improve issue triage, documentation workflows, remote diagnostics, logging, and automation.
• Support development and refinement of software diagnostic tooling, including scripts, logs, system monitors, and Linux-based utilities used by field and remote support teams.
• Define and monitor key support metrics (MTTR, FRU yield, recurrence rates, knowledge article utilization).
• Collaborate with Operations and Supply Chain on FRU strategies, component-level investigations, and reliability improvements.

Training & Enablement

• Develop and maintain training curriculum for internal service teams (hands-on, digital, and classroom).
• Partner with Training & Education on customer-facing technical materials and advanced troubleshooting modules.

Qualifications

Required

• Bachelor’s degree in Engineering, Biomedical, or related technical field.
• 5+ years in product support, field service, or technical support for complex electromechanical or robotic medical devices.
• Strong troubleshooting and root-cause analysis skills.
• Experience supporting Linux-based systems (CLI navigation, log analysis, service management, networking, system architecture awareness).
• Excellent technical writing and communication abilities.
• Understanding of FDA and ISO 13485 quality system requirements.
• Demonstrated ability to lead cross-functional initiatives and influence without authority.

Preferred

• Experience in high-growth MedTech or startup environments.
• Experience scaling service documentation or knowledge systems.
• CRM and support platform familiarity (Salesforce, Zendesk, Jira, Confluence).
• Exposure to repair depot operations, FRU management, or demo fleet support.
• Familiarity with DevOps or embedded Linux concepts (containers, system logs, firmware deployment tools, networking).
• Understanding of cybersecurity considerations for connected medical devices.

What Success Looks Like

• Upstream design influenced by clear serviceability requirements.
• Field and remote teams resolving issues faster with fewer escalations.
• Reduced recurrence of systemic issues through strong corrective action loops.
• A robust and accurate support documentation ecosystem that evolves continuously.
• High FRU readiness and improved MTTR performance across the installed base.
• Smooth, well-orchestrated support readiness for each new product release.