Product Support Designer

Arbutus Medical is a rapidly growing medical device venture developing a portfolio of procedure kits to streamline surgery “outside the OR”, starting with orthopaedic trauma procedures in the ER.

We are a fast growing team seeking a Product Support Designerwho will be the driving force behind the continuous improvement of our existing product portfolio. Sitting at the intersection of customers, Product Development, Marketing, and Operations, you will transform real-world feedback into meaningful product improvements that strengthen surgeon preference and maximize product-market fit.

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

Success in this role comes from being equally comfortable speaking with surgeons in a trauma centre, observing procedures, evaluating technical solutions, coordinating prototype development, and communicating progress across internal teams. You'll manage a portfolio of continuous improvement projects, ensuring customer feedback is translated into practical product enhancements that deliver real value. If you're naturally curious, thrive on momentum, and believe there is always a better solution, this role offers the opportunity to make an immediate impact on products that are used every day to improve patient care.

• 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…