Product Support Manager – Medical Devices (Capital Equipment)

About Mendaera, Inc.

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.

About the Opportunity Mendaera is seeking a Product Support Manager – Medical Devices to build and lead the product support ecosystem for a capital robotic medical device platform. This role sits at the intersection of Engineering, Quality, and Field Service and is responsible for ensuring the product is serviceable, supportable, and reliable throughout its lifecycle.

This is not an IT or enterprise network support role. It is focused on supporting electromechanical, software-enabled medical devices deployed in demo, early-access, and clinical environments.

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

Responsibilities

Product Support Leadership

• 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

Knowledge & Documentation Management

• 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

Service Readiness & Cross-Functional Alignment

• 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

Field & Remote Support Enablement

• 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

Service Operations & FRU Strategy

• 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

Qualifications

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