Job Description
As the primary escalation point, the Technical Service Lead will handle complex technical and clinical issues during the system's installation, training, or use, ensuring timely support via phone, video, and remote tools. Responsibilities include standardizing workflows for issue resolution, maintaining support documentation, and developing servicing procedures and training materials. This role designs and implements a scalable remote support model, optimizing key performance metrics and leveraging data analytics to prevent recurring issues. Collaboration with Product Management, R&D, and Field Service is essential for serviceability improvements and providing customer feedback to drive product enhancements. The Technical Service Lead also mentors team members, owns customer satisfaction KPIs, and actively engages with customers to shape support offerings.
About Mendaera, Inc.
Mendaera is developing technology that will enable all healthcare providers to do more for their patients.