Product Support Lead

MML US•San Diego, CA

14h

About The Position

The Product Support Lead provides day-to-day leadership for Mainstay Medical’s Product Support Department and serves as its senior subject matter expert and an ambassador for ReActiv8 therapy. The role delivers expert technical, clinical, and product support to field teams, physicians, and medical staff, and handles escalated patient questions when needed. It oversees departmental complaint intake and leads processes, tools, and metrics that promote consistent support across markets. The Lead guides and coaches Product Support Specialists and Associates and serves as their first point of escalation; formal people-management authority remains with the Director, Global Product Management. The position reports to the Director, Global Product Management and works closely with Clinical Development, Patient Access, Quality, Regulatory Affairs, and Product Development. It is based at the main office in San Diego, California, with remote candidates considered. Support may include live case assistance and on-call coverage in evenings and weekends, as well as field support in operating rooms or clinics when needed.

Requirements

Bachelor’s degree required.
At least 5 years of experience in a medical device organization, with expert knowledge of active implantable or neuromodulation systems.
Experience working in a hospital environment, with OR/ICU emphasis, required.
Strong working knowledge of interventional pain procedures and ability to verbalize techniques to support troubleshooting at sites using Mainstay systems.
Experience in direct patient interaction, patient education, or patient support required.
Experience leading, mentoring, or training others required.
Proficiency in computer operations, including Microsoft Office Suite, and basic database management.
Excellent coaching and teaching skills, and written and oral communication skills in English.
Ability to manage multiple priorities and deadlines and handle stressful situations.

Nice To Haves

Nursing, engineering, life sciences, or a related field as the degree area preferred.
Formal people-management experience preferred.
Working knowledge of medical device complaint handling and adverse event reporting, including ISO 13485, FDA 21 CFR 803, and EU MDR vigilance, preferred.
Experience with call center, product support, ticketing, and telephony systems preferred.

Responsibilities

Provide expert technical troubleshooting for implants, programming, software, and hardware to field personnel, physicians, and medical staff by phone, email, and remote tools.
Answer the internal urgent support line and assist with live cases, reprogramming, troubleshooting, and follow-ups, including on-call support as needed in evenings and on weekends.
Support clinical questions from MRI clinics, advanced practice providers, and hospital staff using approved labeling and resources.
Handle escalated patient questions with empathy and direct patients back to their Patient Manager or field representative.
Respond to physician requests for off-label information in accordance with Mainstay SOPs and provide non-promotional, scientifically sound data for physician decision-making, separate from Sales influence.
Provide field support coverage as needed, including presence in the OR or clinic.
Serve as the first escalation point for Product Support Specialists and Associates across US and international regions, providing day-to-day technical direction on live cases and open issues.
Coordinate team scheduling and coverage, including after-hours and leave coverage, and escalate staffing gaps to the Director.
Ensure departmental complaints are accurately and promptly documented and entered into Grand Avenue Software (GAS), and immediately escalate possible adverse events to Quality.
Review complex complaint intakes before handoff to Quality; track common non-complaint issues and questions and provide trend data for product improvement.
Maintain Product Support SOPs and work instructions, recommend updates, and support inspection readiness.
Develop and implement team training; coach and mentor team members to build technical and clinical expertise.
Lead onboarding for new Product Support team members, participate in departmental interviews, and provide the Director with hiring and development input.
Use the support technology stack, including RingCentral, ticketing and knowledge-base platforms, and Microsoft Teams; train team members and provide user input on configuration and validation.
Collect and track weekly operational, monthly tactical, and quarterly strategic KPIs, including data behind hiring gateway metrics, and report them to the Director.
Own knowledge-base and FAQ content governance and author technical content; ensure external content receives Medical, Legal, and Regulatory (MLR) review approval.
Provide technical content for Marketing-owned website troubleshooting and education resources.
Lead post-contact surveys and customer success initiatives.
Evaluate ReActiv8 support needs and share product-improvement input with the Global Product Manager and Product Development.
Lead support readiness for new product generations.
Manage multiple priorities and deadlines, handle stressful situations appropriately, comply with Mainstay Medical policies and procedures, and take on additional responsibilities as required.