Mendaera, Inc. · 1 month ago
Product Support Manager – Medical Devices (Capital Equipment)
San Mateo, CA
Full-time
Onsite
Mid, Senior Level
$125K/yr - $142K/yr
5+ years expMendaera, Inc. is developing technology to enhance healthcare provider capabilities through a platform that integrates imaging, robotics, and artificial intelligence. They are seeking a Product Support Manager to lead the product support ecosystem for a capital robotic medical device platform, focusing on ensuring the product's serviceability and reliability throughout its lifecycle.
Artificial Intelligence (AI)Health CareMedicalRobotics
Responsibilities
Own overall product support readiness for capital medical systems, including troubleshooting workflows, FRU strategies, diagnostic tools, and escalation paths
Lead root-cause investigations for systemic field issues and drive cross-functional corrective actions with Engineering, Quality, and Operations
Define and maintain serviceability requirements for new hardware, software, and system updates
Partner with R&D, Quality, and Regulatory on failure analysis, field data review, release readiness, and reliability improvement initiatives
Create and govern service documentation, including troubleshooting guides, FRU replacement procedures, work instructions, and service bulletins
Build and maintain internal and external knowledge bases informed by real-world field learnings
Establish documentation standards, revision control, and release processes aligned with FDA and ISO 13485 requirements
Ensure support readiness for all new hardware and software releases prior to field deployment
Participate in design reviews, FMEAs, hazard analyses, and post-market surveillance activities
Collaborate with Product and Engineering to ensure serviceability is embedded early in the design lifecycle
Provide advanced technical guidance to Field Service Engineers, Remote Support, and Clinical teams
Troubleshoot embedded Linux-based medical device subsystems as part of an integrated electromechanical robotic system
Translate clinical-use failure modes into clear troubleshooting pathways that improve first-call resolution
Support in-house repair and refurbishment strategies, including test requirements and repair documentation
Partner with Supply Chain and Engineering on FRU lifecycle management, yield tracking, and cost optimization
Support demo and early-access system readiness, ensuring alignment with commercial configuration and quality standards
Qualification
Required
Bachelor's degree in Engineering, Biomedical Engineering, or related technical field
5+ years supporting capital medical devices such as robotics, imaging, or complex electromechanical platforms
Strong troubleshooting and root-cause analysis skills across hardware and software systems
Experience with embedded Linux environments within medical devices
Familiarity with FDA and ISO 13485 quality system requirements
Preferred
Experience in high-growth MedTech or startup environments
Exposure to repair depots, FRU management, or demo fleet support
Familiarity with Salesforce, Jira, Confluence, or Zendesk
Company
Mendaera, Inc.
Mendaera is building a new category of handheld robotics - designed to be deployed universally in healthcare.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$97MKey Investors
ThresholdLux Capital
2024-09-26Series B· $73M
2023-08-17Series A· $24M
2021-01-01Seed
Leadership Team
Josh DeFonzo
Co-Founder and CEO
Jason Wilson
Co-Founder and CTO
Recent News
2025-07-08
FierceBiotech
2025-06-02
2025-04-02
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