Product Support Designer

BLANKSLATE Partners

Product Support Designer driving improvements for medical device procedures at Arbutus Medical. Collaborating with healthcare providers to translate feedback into tangible product enhancements.

Posted 7/11/2026full-timeBurnaby • 🇨🇦 CanadaMid-LevelSenior💰 CA$95,000 - CA$110,000 per yearWebsite

About the role

Key responsibilities & impact

Build trusted relationships with surgeons, residents, nurses, and healthcare providers to understand how our products are used in real clinical environments.
Serve as the primary point of contact for customer product feedback, ensuring issues are acknowledged, investigated, and followed through to resolution.
Visit hospitals, cadaver labs, conferences, and customer sites to observe procedures and identify opportunities to improve product performance and workflow.
Maintain regular communication with customers on active product improvement initiatives, demonstrating progress and reinforcing our commitment to continuous improvement.
Support resident training programs and educational labs, particularly during the annual summer resident turnover period.
Partner with the commercial team during customer visits and regional meetings to gather insights, strengthen relationships, and support product adoption.
Evaluate prototypes and product enhancements in the field, gathering structured customer feedback before broader implementation.
Own a portfolio of product improvement initiatives across our existing product line.
Investigate customer feedback, complaints, and enhancement opportunities to identify practical product improvements.
Translate customer needs into clear technical requirements and actionable development projects.
Lead multiple product improvement projects simultaneously, balancing priorities while maintaining momentum.
Identify opportunities to improve product usability, simplify workflows, increase product utilization, and reduce cost of goods (COGS).
Drive continuous improvement initiatives from concept through implementation, collaborating with Product Development to bring validated solutions into production.
Develop prototypes using internal resources, 3D printing, machining partners, or other rapid prototyping methods.
Design and execute product testing to evaluate new concepts and product improvements.
Develop test protocols, fixtures, and evaluation methods to validate product performance.
Analyze results, document findings, and present recommendations to internal stakeholders.
Support investigation of product complaints by identifying root causes and recommending technical solutions.
Collaborate with Product Development to transition validated concepts into manufacturable product changes.
Partner closely with Product Development, Marketing, Operations, Manufacturing, and Sales throughout the product improvement process.
Support Key Opinion Leader (KOL) initiatives by providing technical expertise and coordinating product evaluations.
Collaborate with Marketing to develop educational materials, product messaging, demonstrations, and technical content highlighting product improvements.
Build and maintain anatomically realistic product demonstrations and tradeshow displays.
Support technical initiatives such as product recycling programs, inspection processes, and other operational improvement projects.
Maintain visibility into active projects through dashboards, reporting, and regular communication with internal stakeholders.

Requirements

What you’ll need

Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Industrial Design, Product Design, or a related technical discipline.
5–7 years of experience in product development, sustaining engineering, product support, R&D, medical devices, or a related technical product role.
Demonstrated experience translating customer feedback into successful product improvements.
Experience managing multiple technical projects simultaneously from concept through implementation.
Hands-on experience with prototyping methods such as 3D printing, machining, CAD (SolidWorks strongly preferred), or other rapid development tools.
Experience creating detailed how-to guides and illustrations (Adobe Illustrator experience is an asset)
Experience designing, executing, and documenting product testing and validation activities.
Strong technical problem-solving skills with the ability to balance customer needs, technical feasibility, and business priorities.
Excellent communication and interpersonal skills with confidence engaging both technical and non-technical audiences.
Strong organizational skills with exceptional attention to detail and follow-through.
Willingness to travel throughout North America approximately one trip per month, with increased travel during the summer resident training season.

Benefits

Comp & perks

Competitive salary (budgeted base salary of $95K-110K)
An exciting opportunity to get in at the ground floor of a growing venture
Flexible working hours and hybrid work arrangements
Extended health benefits
Professional development funding
A purpose-driven workplace with passionate teammates who want to help patients and make a positive difference in the world

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Biomedical EngineeringMechanical EngineeringProduct SupportR&D3D PrintingMachiningCADProduct TestingValidation ActivitiesAdobe Illustrator

Soft Skills

Excellent CommunicationInterpersonal SkillsOrganizational SkillsAttention to DetailFollow-Through