Product Support Designer - Arbutus Medical

Arbutus Medical is a rapidly growing medical device company 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 Designer who 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-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

This is a highly collaborative, hands‑on role for someone who enjoys solving problems, managing multiple product improvement initiatives, and building strong relationships with healthcare providers. You’ll investigate product feedback, develop and evaluate prototypes, coordinate testing, and partner closely with our Product Development team to bring improvements through implementation and manufacturing.

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.

• 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.

• Build trusted relationships with surgeons, residents, nurses, and healthcare providers to understand how our products are used in real clinical environments.
• Respond to technical customer product feedback, ensuring technical 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…