Technical Service Lead - Remote Support

Overview

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.

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.

In Short

• Lead and scale remote technical support for a robotic medical device.
• Provide exceptional customer service and support to healthcare providers.
• Develop workflows for issue triage and resolution processes.
• Implement a scalable remote support model.
• Collaborate with cross-functional teams for service improvements.
• Maintain documentation of support cases and knowledge base content.
• Mentor team members and lead customer satisfaction initiatives.
• Identify and implement tools for remote diagnostics.
• Evaluate AI solutions for support efficiency.
• Ensure compliance with FDA and ISO standards.

Requirements

• Bachelor’s degree in Engineering, Biomedical, or related field.
• 5+ years in medical device service and support.
• Proven remote issue resolution experience.
• Strong troubleshooting and communication skills.
• Familiarity with FDA and ISO 13485 standards.
• Experience leading/scaling remote support teams is preferred.
• Experience with CRM platforms (Salesforce, Zendesk).
• Experience with project management tools (Jira, Confluence).
• Understanding of cybersecurity for connected devices.
• Located in Central or Eastern time zones preferred.

Benefits

• Opportunity to work in a fast-paced, innovative environment.
• Engagement in meaningful work that impacts healthcare.
• Professional development and growth opportunities.
• Collaborative team culture focused on customer success.
• Flexible remote working arrangements.