Head of Deployment & Customer Support in Cleveland, Ohio at Strolll ltd

About Strolll

🎯Core purpose:

• Strolll exists to give people a new reality; that inspires them to believe in limitless human potential to overcome their most difficult rehabilitation challenges.

🚀 Mission:

• Strolll is transforming the world of rehabilitation and physical therapy with its state-of-the-art software platform for augmented reality (AR) glasses; with a focus on individuals living with neurological disorders, such as Parkinson's disease, stroke and MS.

♟️ Objective:

• Become the most used rehabilitation software in the world.

📈 Key Result:

• 7 million weekly rehab minutes by NYE 2029.

About the role

As the Head of Deployment & Customer Support, you will handle the technical deployment of Strolll's customers in your region (USA) and keep them running day to day.

This is a hands-on role where you will be required to configure augmented reality glasses via an MDM, install our software, configure and manage Wi-Fi routers with 5G mobile SIM's, ship devices to clinics, provision their accounts, and are the person clinics contact when something technical isn't working.

By getting the Strolll platform into clinics quickly and keeping it dependable day to day, you directly contribute to the company objective to become the most used rehabilitation software in the world.

Reporting to the VP of Clinical Success, you will run regional deployment and technical support end to end: hardware provisioning and logistics, software and device migrations, connectivity, asset and compliance records, and responsive first line support whilst coordinating second, and third line support for customers.

You will work closely with your counterpart Head of Deployment & Customer Support in other regions, Clinical Success Managers, and the Clinical Operations Manager as part of the wider Clinical Success team.

Key Responsibilities

Deployment & Hardware Lifecycle

• Own end-to-end device provisioning for your region, ensuring 100% device readiness before every deployment, including setup and configuration of AR headsets and connectivity hardware (routers and SIMs).
• Lead technical onboarding for new sites, covering device deployment and account provisioning, to get clinics technically ready quickly and to a consistent standard, including multi-site rollouts within tight timeframes.
• Plan and execute software and device migrations and upgrades across the installed base, managing the risks of remote upgrades on older hardware.
• Run hardware recalls, redeployments, and end-of-life or resale programmes, including secure data wiping and full asset tracking.

Technical Support & Issue Resolution

• Act as first line technical support for clinics, fielding calls, emails, and live chat, and resolving straightforward issues at first contact.
• Triage and prioritise issues, escalating product bugs to QA/Engineering and tracking them through to resolution.
• Provide remote support, and step in hands-on where a remote fix isn't enough.
• Meet agreed response and resolution standards so technical issues don't stop a clinic delivering rehab.

Asset Management, Logistics & Compliance

• Manage regional import and export logistics and shipping for rollouts, including customs documentation
• Coordinate with Finance to order and replenish device and hardware inventory for your region and manage goods-in and goods-out processes to keep stock accurate and available for upcoming deployments.
• Maintain an accurate, audit-ready asset register of registered medical devices and connectivity hardware, tracking which clinics hold which devices.
• Ensure all deployment and support records are maintained in line with ISO and the company's QARA standards.

Process, SOPs & Continuous Improvement

• Follow deployment and support SOPs and suggest improvements where you spot manual steps or recurring workarounds.
• Feed field insight back to product owners to improve the Strolll platform, device reliability, and the deployment experience.

Cross-Functional Working

• Join the point-of-sale handover with Market Directors and the Clinical Success Manager, then work with the Clinical Success Manager (who owns customer communication and clinical adoption) to deliver a correctly configured deployment in time for the agreed training date.
• Work with the Head of Enablement so technical onboarding and clinical training join up cleanly rather than duplicate one another.

Qualifications & Skills

• 2+ years in technical support, IT operations, deployment, or systems coordination, ideally with a regional or lead remit.
• Hands-on experience with mobile device and asset management (MDM) and with network and router configuration; experience with AR, VR, or XR hardware is an advantage.
• Experience tracking devices or assets in an enterprise or regulated environment with ISO-aligned record keeping is an advantage.
• Strong problem-solving and a calm, methodical approach across frequent context switching.
• A confident, customer-facing communicator, comfortable working with clinics and internal teams across time zones, with the follow-through to close things out.
• Process-minded, happy to follow SOPs and suggest improvements where you spot them.