Desired start date: July 2024

Location: San Carlos, CA

We believe the future of the operating room lies in the hands of the empowered surgeon. They are bolstered with complete control, renewed confidence, and technology adaptable to any situation.

Our Maestro System delivers this empowerment, resulting in improved operating room efficiency and surgical care for patients - We are using tomorrow's technology to change surgery today.

Our blended French-American team is passionate about building this future. Together we are pushing the boundaries in a fast-paced yet focused and deliberate environment. We challenge ourselves often and celebrate our achievements. We believe that communication and planning are as important as execution.

🎉 The Role

Your Core Responsibilities

Join Our Expanding Team as a Product Support Engineering (PSE) Manager

Are you an experienced and dynamic leader in the field of Product Support Engineering? We are seeking a well-rounded PSE Manager to join our growing team, dedicated to providing exceptional support and service for our cutting-edge Maestro systems. In this role, you will over time build and lead a US- and Europe-based team of Product Support and Field Service Engineers, ensuring top-notch installation and service activities. If you thrive in a fast-paced environment and have a strong technical background combined with project management expertise, this could be the perfect opportunity for you

Your Day-to-day Activities

• Process Development and Documentation: Partner with key internal stakeholders to define, establish, and maintain infrastructure related to Product Support and Field Service processes, documentation, and training
• Team Leadership: Lead and develop a growing team of Product Support Engineers and Field Service Engineers.
• Customer Collaboration: Build strong partnerships with internal and external customers to coordinate, plan, implement, maintain, and address service issues for Moon Surgical products.
• Hands-On Support: Provide onsite support during installation and servicing activities, including preventative maintenance.
• Issue Resolution: Respond to customer issues, diagnose problems, replace or repair products, and ensure customers are satisfied with the resolutions.
• Product Updates: Update existing products to resolve systemic issues, enhance functionality, and introduce new features.
• Continuous Improvement: Foster a mindset of continuous improvement within the team.
• Strategy Development: Develop and implement the Product Support and Field Service Engineering strategy.

How You’ll Fit In

You will report to the Chief Operations Officer and work collaboratively across various functions to ensure customer success and alignment. Regular interaction with Quality/Compliance, Design Engineering, and Manufacturing Operations will be essential for driving continuous improvement and alignment.

Why Join Us?

This is an exciting opportunity to be part of a leading company in the medical device industry, driving customer success and continuous improvement. If you are a collaborative leader with a passion for technical excellence and customer service, we encourage you to apply and become a key player in our team

🧭 Qualifications, Skills & Attributes

• Education: Bachelor’s degree required; a science or engineering degree preferred.
• Experience: 5-8 years in a Product Support Engineer leadership role within a technical customer support service function, with strong experience in the medical device industry, particularly with capital equipment and/or robotic systems.
• Standards Compliance: Familiarity with GMP and ISO standards.
• New Product Introduction: Experience in introducing new products is required.
• Travel: Proximity (or frequent travel) to the Bay Area. Ability to travel 60%+ on short notice and proximity to a major regional airport.
• Independence: A self-starter who can work independently and as a key team contributor.
• Communication: Excellent oral, written, and graphical communication skills.