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Mendaera is developing technology to 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. We aim to eliminate barriers in the patient journey, accelerate recovery, delight customers, and reduce cost of care.
Our next-generation robotic medical device platform requires a highly skilled and customer-focused professional to build and scale our remote technical and clinical support function.
Key Responsibilities- Deliver exceptional world-class remote support to healthcare providers and internal field teams.
- Serve as the primary escalation point for complex technical and clinical issues that arise during installation, training, or use of the robotic system.
- Develop and standardize workflows for issue triage, escalation, and resolution processes.
- Maintain documentation of support cases and ensure knowledge base content is regularly updated.
- 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 Net Promoter Score (NPS).
- 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.
