Product Support Lead

About Our Client:The organization operates within the medical device industry, focusing on implantable neurostimulation systems to address disabling chronic mechanical low back pain. Headquartered in Dublin, Ireland, with subsidiaries in the United States, Australia, the United Kingdom, and Germany, this team provides innovative therapeutic solutions at an international scale. About the Opportunity:The PRODUCT SUPPORT LEAD role is responsible for leading the Product Support Department, serving as the senior expert and representative of the ReActiv8 therapy. This position provides advanced technical and clinical support to field teams, clinicians, and patients, ensuring consistent and high-quality service. The role contributes directly to product support excellence by overseeing complaint management, mentoring team members, and driving process improvements that impact patient outcomes and support operations. Responsibilities:Provide expert technical and clinical support for implants, programming, and hardware to internal teams and medical staff.Manage urgent support requests and provide on-call assistance outside regular hours.Address clinical inquiries from healthcare providers using approved resources.Handle escalated patient questions empathetically and direct them appropriately.Respond to physician requests for off-label information in compliance with company procedures.Support field operations, including presence during clinical procedures as needed.Act as the first escalation point for product support specialists across various regions.Coordinate team scheduling and coverage for ongoing support needs.Ensure accurate and timely documentation of complaints and escalate adverse events to Quality.Review complex complaints before referral to Quality teams.Track and report product support trends to inform improvements.Maintain and update product support standard operating procedures.Develop and deliver training and mentoring for product support staff.Lead onboarding and participate in hiring decisions for the support team.Utilize and train team on support technology systems and provide feedback on tool configurations.Collect and report key performance indicators to management.Manage the knowledge base content and ensure regulatory approval for external resources.Collaborate on technical content for marketing education materials.Lead customer satisfaction initiatives including post-contact surveys.Evaluate support needs and provide product feedback to development teams.Prepare support readiness for new product releases.Manage multiple priorities effectively and adhere to organizational policies. Requirements:Bachelor's Degree required; preferred fields include nursing, engineering, or life sciences.Minimum of 5 years' experience in medical devices, specifically with active implantable or neuromodulation systems.Experience in hospital settings with emphasis on operating room and intensive care unit.Knowledge of interventional pain procedures to support clinical troubleshooting.Experience in direct patient interaction and education.Experience leading, mentoring, or training teams; formal management experience preferred.Preferred knowledge of medical device complaint handling and adverse event regulations.Familiarity with call center or product support ticketing and telephony systems preferred.Proficient with Microsoft Office and basic database management.Strong coaching and communication skills in English. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.