Services

I work with MedTech companies at two moments when performance and outcomes are most at risk. The work looks different at each stage but the underlying question is the same: is your service architecture built for what comes next?

Pre-Launch Service & Support Readiness

When this matters

  • Preparing for first commercial launch

  • Scaling into real customer usage

  • Investor or regulatory scrutiny increasing

  • Service responsibilities unclear or fragmented

What I do
I design and build the service and support function required for commercial scale, including:

  • service and support operating models, SOPs, systems, and tools

  • onboarding and training frameworks

  • technical support and field service design

  • post-market surveillance and feedback loops

What changes

  • launch without creating downstream customer or compliance risk

  • service that scales with growth

  • clear ownership across teams

Post-Launch Alignment, Performance and Outcomes

When this matters

  • escalations increasing

  • customer experience becoming unpredictable

  • quality and service working reactively

  • leadership lacking early visibility into risk

What I do
I work with leadership teams to improve post-launch performance by:

  • aligning operations, quality, and commercial teams

  • clarifying ownership of shared outcomes

  • redesigning service operating models

  • embedding compliance into how work is actually done

What changes

  • fewer surprises

  • better control of customer and compliance risk

  • more predictable performance at scale