Mendaera, Inc. · 13 hours ago
Technical Service Lead - Remote Support
United States
Full-time
Remote
Senior Level
$130K/yr - $142K/yr
5+ years expMendaera, Inc. is developing innovative technology to enhance patient care through advanced imaging, robotics, and AI. They are seeking a Technical Service Lead to build and scale their remote support function for a robotic medical device platform, ensuring exceptional support for healthcare providers and field teams.
Artificial Intelligence (AI)Health CareMedicalRobotics
Responsibilities
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
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
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
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
Qualification
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)
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
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Company data provided by crunchbase