Product Support Designer

Role Overview

• Build trusted relationships with surgeons, residents, nurses, and healthcare providers to understand how our products are used in real clinical environments.
• Serve as the primary point of contact for customer product feedback, ensuring issues are acknowledged, investigated, and followed through to resolution.
• Visit hospitals, cadaver labs, conferences, and customer sites to observe procedures and identify opportunities to improve product performance and workflow.
• Maintain regular communication with customers on active product improvement initiatives, demonstrating progress and reinforcing our commitment to continuous improvement.
• Support resident training programs and educational labs, particularly during the annual summer resident turnover period.
• Partner with the commercial team during customer visits and regional meetings to gather insights, strengthen relationships, and support product adoption.
• Evaluate prototypes and product enhancements in the field, gathering structured customer feedback before broader implementation.
• Own a portfolio of product improvement initiatives across our existing product line.
• Investigate customer feedback, complaints, and enhancement opportunities to identify practical product improvements.
• Translate customer needs into clear technical requirements and actionable development projects.
• Lead multiple product improvement projects simultaneously, balancing priorities while maintaining momentum.
• Identify opportunities to improve product usability, simplify workflows, increase product utilization, and reduce cost of goods (COGS).
• Drive continuous improvement initiatives from concept through implementation, collaborating with Product Development to bring validated solutions into production.
• Develop prototypes using internal resources, 3D printing, machining partners, or other rapid prototyping methods.
• Design and execute product testing to evaluate new concepts and product improvements.
• Develop test protocols, fixtures, and evaluation methods to validate product performance.
• Analyze results, document findings, and present recommendations to internal stakeholders.
• Support investigation of product complaints by identifying root causes and recommending technical solutions.
• Collaborate with Product Development to transition validated concepts into manufacturable product changes.
• Partner closely with Product Development, Marketing, Operations, Manufacturing, and Sales throughout the product improvement process.
• Support Key Opinion Leader (KOL) initiatives by providing technical expertise and coordinating product evaluations.
• Collaborate with Marketing to develop educational materials, product messaging, demonstrations, and technical content highlighting product improvements.
• Build and maintain anatomically realistic product demonstrations and tradeshow displays.
• Support technical initiatives such as product recycling programs, inspection processes, and other operational improvement projects.
• Maintain visibility into active projects through dashboards, reporting, and regular communication with internal stakeholders.

Requirements

• Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Industrial Design, Product Design, or a related technical discipline.
• 5–7 years of experience in product development, sustaining engineering, product support, R&D, medical devices, or a related technical product role.
• Demonstrated experience translating customer feedback into successful product improvements.
• Experience managing multiple technical projects simultaneously from concept through implementation.
• Hands-on experience with prototyping methods such as 3D printing, machining, CAD (SolidWorks strongly preferred), or other rapid development tools.
• Experience creating detailed how-to guides and illustrations (Adobe Illustrator experience is an asset)
• Experience designing, executing, and documenting product testing and validation activities.
• Strong technical problem-solving skills with the ability to balance customer needs, technical feasibility, and business priorities.
• Excellent communication and interpersonal skills with confidence engaging both technical and non-technical audiences.
• Strong organizational skills with exceptional attention to detail and follow-through.
• Willingness to travel throughout North America approximately one trip per month, with increased travel during the summer resident training season.

Benefits

• Competitive salary (budgeted base salary of $95K-110K)
• An exciting opportunity to get in at the ground floor of a growing venture
• Flexible working hours and hybrid work arrangements
• Extended health benefits
• Professional development funding
• A purpose-driven workplace with passionate teammates who want to help patients and make a positive difference in the world