Technical Support & Product Lifecycle Specialist

POSITION SUMMARY

The Technical Support & Product Lifecycle Specialist is the internal technical support for LifeWave’s electronic technology products post-launch. This person will be responsible for managing communications on product design changes, attending engineering discussions with our manufacturing partner, and acting as the primary technical support contact for Customer Service.

They will own technical troubleshooting for escalated customer issues, attend live customer support calls when needed, and ensure timely resolution of product performance challenges. This individual plays a critical cross-functional role interfacing with Quality, Research and Development, Customer Service, and Manufacturing to uphold our products performance, safety, and customer satisfaction in the field.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities for this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Post-Market Engineering & Change Control

• Review and approve Engineering Change Notices (ECNs) in Arena PLM for products.
• Ensure alignment between internal specs and manufacturing partners Device Master Record (DMR).
• Own updates to design-critical specifications, including part numbers, performance characteristics, and user-facing elements.

Technical Customer Support Liaison

• Act as the primary technical point of contact for Customer Service on unresolved or complex product issues.
• Participate in email threads and live support calls with customers to diagnose, troubleshoot, and resolve technical concerns.
• Track recurring issues to identify systemic problems and recommend engineering solutions or design improvements.
• Provide training and support materials to empower Customer Service Reps and reduce escalations.

Manufacturer & Supplier Interface

• Serve as a key technical liaison with manufacturing partners, managing design discussions, part substitutions, and changing assessments.
• Collaborate with manufacturing to validate fixes and ensure quality is maintained during production updates.
• Attend weekly engineering calls and request verification data or testing as required.

Documentation & Compliance

• Maintain and revise Global Product Specification with Global Quality to reflect approved changes.
• Ensure changes are traceable, aligned with claims and clinical data, and implemented without compromising regulatory compliance.
• Support Quality and Regulatory teams with data for audits, complaints, or CAPAs as required.

Internal Workflow Management

• Implement and maintain turnaround timelines for design reviews to avoid production delays.
• Escalate all changes to Chief Engineer and/or Executive stakeholders for decision-making.

General Support

• Collaborate with global colleagues across multiple time zones, making reasonable accommodation for meetings that may occasionally take place during external working hours to support effective communication and teamwork.
• Ability to travel up to 10% per year.
• Perform other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

Required:

• Bachelor’s degree in mechanical, Electrical, Biomedical Engineering or related field.
• 4 years of experience in technical support, sustaining engineering, or product lifecycle role.
• Hands-on experience with engineering change processes and PLM systems (Arena PLM preferred).
• Demonstrated ability to troubleshoot hardware/software issues in complex consumer or medical-grade products.
• Excellent written and verbal communication skills — comfortable on customer-facing calls.

Preferred:

• Familiarity with water systems, filtration technologies, or light-based wellness/medical devices.
• Knowledge of FDA 21 CFR 820, ISO 13485, or other regulated environments.
• Experience working with contract manufacturers in Asia.

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to remain in an office at a computer workstation and access information from a computer. The employee is required to be mobile to, from, and within the office. The employee may occasionally move up to 25 pounds.

LifeWave is committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all. We embrace the principles of the Americans with Disabilities Act (ADA) and strive to provide reasonable accommodations to qualified individuals with disabilities.

In our pursuit of building a diverse and talented team, we encourage candidates of all abilities to apply for positions at LifeWave. If you require accommodation during the application or interview process, please inform our HR department, and we will work with you to ensure your needs are met.