Product Support Lead

MML US Inc•San Diego, CA

9h•$120,000 - $135,000

About The Position

Mainstay Medical is a medical device company focused on marketing ReActiv8®, an implantable neurostimulation system for people with disabling chronic mechanical Low Back Pain. The Product Support Lead provides day-to-day leadership for the Product Support Department and serves as its senior subject matter expert and an ambassador for ReActiv8 therapy. The Lead delivers expert technical, clinical, and product support to field-based teams, physicians, and medical staff, and handles escalated patient questions when needed. The role oversees departmental complaint intake and leads processes, tools, and metrics to support consistent service across markets. The Lead guides, coaches, and sets standards for Product Support Specialists and Associates, acting as their first escalation point. The Director, Global Product Management retains formal people-management authority. The role reports to the Director, Global Product Management and collaborates with Clinical Development, Patient Access, Quality, Regulatory Affairs, and Product Development. The position is based at the main office in San Diego, California; remote candidates will be considered.

Requirements

Bachelor’s degree required; nursing, engineering, life sciences, or a related field preferred.
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 experience 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.
Experience leading, mentoring, or training others.
Proficiency in computer operations, including Microsoft Office Suite and basic database management.
Excellent coaching and teaching skills, along with written and oral communication skills in English.

Nice To Haves

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

Responsibilities

Provide expert technical and troubleshooting support 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 support live cases, reprogramming, troubleshooting, and follow-ups, including on-call support as needed in the evenings and on weekends.
Address 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, providing non-promotional, scientifically sound data separate from Sales influence.
Provide field support coverage as needed, including presence in the operating room 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 documented and entered into Grand Avenue Software (GAS) accurately and on time, and immediately escalate possible adverse events to Quality.
Review complex complaint intakes before handoff to Quality.
Track recurring issues and questions that do not qualify as complaints and provide trend data for product improvement.
Maintain Product Support SOPs and work instructions, recommend updates, and support inspection readiness.
Develop and implement training for Product Support team members and coach and mentor them to build technical and clinical expertise.
Lead onboarding for new team members, participate in interviewing candidates, and provide the Director with hiring and development input.
Use RingCentral, ticketing and knowledge base platforms, and Microsoft Teams in daily operations; train team members and provide input on tool 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.
Provide technical content for website troubleshooting and education resources owned by Marketing.
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 and handle stressful situations appropriately.
Comply with Mainstay Medical policies, procedures, and work instructions.
Take on additional responsibilities as required.