Reports to: VP Operations & Quality
Workplace Type: Onsite
About us:
Capstan medical is Series C funded company aiming to commercial a robotic platform for delivering structural heart implants. We focus on cultivating cutting edge technology centered on patient value. Our team is highly collaborative and hands-on, takes pride in iterating quickly, and believes that the best ideas can come from anywhere or any person! We always have multiple programs in the pipeline, so as a small team, we tend to wear multiple hats on a daily basis.
Capstan medical is uniquely positioned in Santa Cruz, which we have chosen to be geographically close-to but intentionally separate from the greater SF Bay Area. This gives us access to the amazing technical talent of the bay area but in an environment that we feel is conducive to doing our best creative work. Our office is located in a repurposed warehouse space that used to be the Wrigley Gum factory, now the funky/diverse home to several bicycle companies, many art and architecture studios, a maker space, and several biotech startups. It is adjacent to large tracts of open space with bicycle trails straight from the office doors offering access to the hills and beaches of Wilder Ranch State Park for road/mountain bicycle riding, hiking, and surfing.
Currently, our active programs at Capstan medical target catheter-based, repair devices for diseases that affect the heart. These kinds of devices present patients with compelling, minimally invasive alternatives to traditional surgical methods. For most patients, this means less pain after surgery and being able to return to normal life much more quickly. For many older patients, reducing surgical trauma can make the difference between life and death. Our current strength is in micro-scale mechanical medical devices on the cutting edge of medicine but we are constantly evolving. The team has a collective background designing a wide variety of medical devices including cardiac devices, catheter-based devices, collapsible implants, surgical tools and robotic systems.
Summary:
- The Director, Structural Heart Robot Servicing will lead and grow the global service organization responsible for ensuring the safe, reliable, and efficient performance of our structural heart robotic systems. This role oversees service strategy, field operations, customer training, service engineering, and data-driven performance management for a growing fleet of advanced robotic platforms deployed across hospitals worldwide. As the first hire for this vertical this individual will need to have the entrepreneurial drive to create.
- The Director will build and scale a high-performing service team, define processes for field servicing and preventive maintenance, and partner with R&D, Manufacturing, Quality, and Clinical teams to drive continuous improvement in system reliability, uptime, and user experience.
Key Responsibilities:
Robot Performance
- Hands on, technical, leader with ability to lead teams to ensure internal and external robots meet uptime expectations.
Service Leadership & Strategy
- Define and execute the global servicing strategy for structural heart robotic systems, including preventive maintenance, field support, spare parts, and service-level agreements (SLAs).
- Establish scalable systems and processes to support rapid fleet growth across the US, Canada, Europe, and other geographies.
- Drive alignment between service operations and company objectives, ensuring patient safety and customer satisfaction remain the highest priorities.
- Apply metrics and improvement strategies across fleet and internal robots.
Field Service Operations
- Build, train, and manage a world-class team of Field Service Engineers (FSEs) and regional service leaders.
- Oversee scheduling, dispatch, and execution of preventive and corrective maintenance.
- Define escalation pathways and ensure timely resolution of field issues to minimize downtime.
Technical & Data-Driven Service
- Partner with R&D and Manufacturing to define serviceability requirements for new product designs.
- Establish remote diagnostics, log file analytics, and predictive maintenance capabilities.
- Track, analyze, and report on service KPIs including system uptime, MTBF (Mean Time Between Failures), response times, and cost to service.
- Implement and improve Software tools to track servicing and link data back to internal resources in a data driven fashion.
Customer Training & Support
- Develop customer-facing training programs for biomedical engineers, hospital technicians, and clinical staff for use of robot.
- Ensure consistent and compliant documentation of all servicing activities (including eDHR/eQMS integration).
- Act as the voice of the customer for system performance, feeding back insights from the field to improve future generations of products.
Compliance and Quality
- Ensure all service activities are performed in compliance with FDA, ISO 13485, and other regulatory requirements.
- Partner with Quality and Regulatory teams to maintain robust CAPA and complaint-handling processes.
- Support audits, inspections, and risk assessments related to servicing activities.
Requirements:
- Bachelor’s degree in Engineering, or related technical field.
- 10+ years of experience in service, field operations, or technical support/manufacturing roles, with at least 2 years in leadership.
- Experience with servicing complex capital equipment in a regulated medical device environment.
- Demonstrated success scaling service organizations to support rapid global expansion.
- Strong knowledge of quality systems, regulatory compliance, and safety standards in medical devices.
- Excellent leadership, communication, and cross-functional collaboration skills.
Preferred:
- Master’s degree (MBA, MS in Engineering, or related field).
- Experience with structural heart, cardiovascular, or robotic-assisted medical technologies.
- Familiarity with ERP, PLM, eQMS, MES, and digital service tools.
- Experience implementing predictive maintenance or remote service models.
Why join us:
- We offer a fun, fast-paced, collaborative environment where you will be working on transformational technologies in the cardiac healthcare space that can make a meaningful impact for patients.
- We offer outstanding benefits with medical, dental, and vision covered at 100% for you and your family, as well as flex time off.
- We thrive in our work-hard, play-hard environment. Bring your bike or running shoes if you’d like or just be ready to enjoy a fun office outing. We enjoy time inside the office and out!
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.