Product Operations and Support Specialist
J
JobgetherMedical Technology
Based in United StatesFull-TimeMiddle
SalaryCompetitive compensation package including a strong base salary and performance-based bonus.
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Job Details
- Experience
- 3+ years
- Required Skills
- Product OperationsTroubleshootingTechnical support
Requirements
- 3+ years of experience in technical, product, or application support for medical devices (SaMD or integrated hardware-software).
- Demonstrated ability to troubleshoot across hardware and software boundaries.
- Experience reproducing and diagnosing issues on equipment at remote customer sites.
- Familiarity with quality management systems and complaint-handling processes.
- Working knowledge of medical device regulations such as FDA 21 CFR 820/QMSR, ISO 13485, or EU MDR.
- Understanding of reportable complaint and adverse event identification.
- Strong written communication skills for creating technical documentation and training materials.
- Ability to explain technical concepts to non-technical users.
- Experience gathering requirements for internal tools or operational workflows.
- Proven ability to drive cross-functional projects independently.
Responsibilities
- Serve as a Tier 2 escalation point for customer feedback, complaints, and semi-technical product issues.
- Troubleshoot problems spanning hardware, software, image quality, connectivity, and EHR integrations.
- Capture, document, and route device feedback and complaints according to regulatory requirements.
- Develop and maintain knowledge base articles, troubleshooting guides, and training resources.
- Own product operations initiatives and internal support tool specifications.
- Translate recurring customer issues into prioritized product improvement recommendations.
- Coordinate cross-functional product and operational projects from intake through delivery.
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