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About the Role
Provide day-to-day leadership of the Product Support Department, serving as its senior subject matter expert and ambassador for the ReActiv8 therapy. Offer expert technical, clinical, and product support to field teams, physicians, medical staff, and escalated patients. Oversee complaint intake, lead processes, tools, and metrics for consistent support across markets, and guide Product Support Specialists and Associates.
Responsibilities
- Provide expert-level technical and troubleshooting support for implants, programming, software, and hardware via phone, email, and remote tools.
- Answer the internal urgent support line and support live cases, reprogramming, troubleshooting, and follow-ups, including on-call support.
- Support clinical questions from MRI clinics, advanced practice providers, and hospital staff.
- Handle escalated patient questions with empathy and direct patients appropriately.
- Respond to physician requests for off-label information in accordance with Mainstay SOPs, providing non-promotional, scientifically sound data.
- Provide field support coverage as needed, including presence in the OR or clinic.
- Serve as the first point of escalation for Product Support Specialists and Associates, providing day-to-day technical direction.
- Coordinate team scheduling and coverage, including after-hours and leave coverage.
- Ensure complaints are documented accurately and on time in Grand Avenue Software (GAS).
- Escalate possible adverse events to Quality immediately.
- Review complex complaint intakes before they are handed off to Quality.
- Track common issues and questions that do not qualify as complaints, providing 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, coaching and mentoring them.
- Lead onboarding for new Product Support team members and participate in interviewing candidates.
- Use the support technology stack in daily operations and train team members.
- Provide user input on tool configuration and validation.
- Collect and track weekly operational, monthly tactical, and quarterly strategic KPIs, reporting them to the Director.
- Own the knowledge base and FAQ content governance and author technical content.
- Ensure external content is approved through Medical, Legal, and Regulatory (MLR) review.
- Provide technical content for website troubleshooting and education resources.
- Lead post-contact surveys and customer success initiatives.
- Evaluate ReActiv8 support needs and share product improvement input.
- Lead support readiness for new product generations.
- Manage multiple priorities and deadlines successfully and handle stressful situations.
- Comply with the policies, procedures, and work instructions of Mainstay Medical.
- Take on additional responsibilities as required.
Requirements
- Bachelor's Degree required (nursing, engineering, life sciences, or a related field preferred).
- Minimum 5 years of experience in a medical device organization.
- Expert knowledge of active implantable or neuromodulation systems.
- Experience working in a hospital environment with an emphasis on OR/ICU experience required.
- Strong working knowledge of interventional pain procedures and ability to verbalize techniques for troubleshooting.
- Experience in direct patient interaction, patient education, or patient support required.
- Experience leading, mentoring, or training others required; formal people management experience preferred.
- Working knowledge of medical device complaint handling and adverse event reporting preferred (ISO 13485; FDA 21 CFR 803; EU MDR vigilance).
- Experience with call center, product support, or ticketing and telephony systems preferred.
- Proficient in computer operations, including Microsoft Office Suite, and basic database management.
- Excellent coaching/teaching skills.
- Excellent written and oral communication skills in English.
Skills
- Technical support
- Clinical support
- Product support
- Troubleshooting
- Implant programming
- Software support
- Hardware support
- Complaint intake
- Quality assurance
- Compliance
- Training development
- Mentoring
- Knowledge base management
- KPI tracking
- Microsoft Office Suite
- Database management
Location
- San Diego, CA
- Remote
Work Type
- Full-time
- Hybrid
Experience Level
- Lead
- Senior
Education Level
- Bachelor's Degree
Salary/Compensations
- $120,000 to $135,000/year
Benefits
- Medical
- Dental
- Vision
- Financial benefits
- Other benefits
- Equity
About the Company
- Mainstay Medical is a medical device company focused on marketing an innovative implantable neurostimulation system, ReActiv8®, for people with disabling chronic mechanical Low Back Pain.
- The company is headquartered in Dublin, Ireland, with subsidiaries operating in the United States, Australia, the United Kingdom, and Germany.
Equal Opportunity
- Mainstay Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status.
- Mainstay Medical participates in E-Verify.