Cadwell

IT Support

• Deliver Tier 2 technical support for international distributors and domestic customers, troubleshooting and resolving complex IT issues related to networking, databases, storage, software, and HL7.
• Partner with Cadwell's international distributors to advise on IT infrastructure design and requirements for Cadwell software deployments as related to tender responses.
• Partner with Cadwell's after-hours support staff to ensure priority clinical support for international distributors with active service contracts.
• Serve as a technical resource for Cadwell's international distributors throughout the support lifecycle, advising on and executing software upgrades, server migrations, and related infrastructure activities.
• Ensure IT systems and processes comply with international data privacy and security regulations (e.g., GDPR, APPI, or local equivalents); advise distributors on compliance best practices.
• Recommend and support region-specific disaster recovery plans and backup solutions to address local risks.
• Deliver training and workshops for distributors to increase system familiarity and operational effectiveness.

IT Service Delivery Specialist – EMEA/AP

General

• Serve as Cadwell's clinical expert for the Cascade IONM product portfolio.
• Serve as the primary vision for Cadwell’s EDX/US education strategy and assist with its execution.
• Understand the changes in upcoming releases of Cadwell software and ensure you are prepared to work with and train on those releases.
• Work with Cadwell’s Manager of Education and Training to develop strategies that constantly improve customer ‘go-live’ experiences, and the Education and Training Team's efficiency.
• Oversee the design and delivery of a comprehensive educational portfolio for the IONM product portfolio, ensuring consistent, high-quality training, learning experiences, and ongoing engagement for all customers. (To include, but not limited to, webinars, workshops, certifications, and self-paced learning modules.) May be asked to assist with content development for other modalities as needed.
• Work within the Education and Training Team to deliver all clinical configuration and training elements in each assigned customer’s ‘go-live’ or re-training plan. Typical requirements are:
• Work with Customer Implementation Team colleagues to ensure appropriate clinical configuration and training expectations are established during the sales process.
• Assist with documenting clinical configuration, training deliverables, and timelines in a detailed Scope of Work as needed.
• Coordinate with Customer Implementation Team colleagues to create an Implementation Plan fulfilling all clinical configuration and training requirements for each ‘go-live’ or re-training course.
• Fulfill all clinical configuration and training deliverables in each ‘go-live’ plan.
• Document and escalate any clinical configuration or training issues to the Manager of Education and Training, as necessary.
• Preclude subsequent escalations by recommending appropriate updates to Implementation Team Procedures, Product Installation instructions, or training materials.
• Serve as the primary point for internal Cadwell teams seeking clinical expertise and user insight.
• Contribute to software enhancements and product design by leveraging clinical expertise and translating customer feedback into actionable insights.
• Assist the Sales Team with product presentations and demonstrations, as well as assist with providing appropriate quotations for configurations to meet site-specific workflow needs.
• Assist the Sales Team by providing on-site clinical expertise, workflow guidance, and end-user support during product evaluations at prospective enterprise customer sites.
• Provide post-implementation support and troubleshooting to assigned customers as needed.
• Oversee the development and delivery of educational content, providing training and support for internal Cadwell team members as needed.
• Assist the Manager of Education and Training to define, measure, and monitor Key Performance Indicators (KPIs) for the educational team that drive continuous improvement and support team success, and use these KPIs to reappraise personal performance constantly.
• Escalate any issues of concern to the Manager of Education and Training in a timely manner.
• Performs other duties as assigned to support team and organizational needs.

IONM Clinical Education Specialist

• Deliver regulatory compliant, high-quality product installation and customer training.
• Coordinate with Customer Implementation Team to create Implementation Plans.
• Execute technical installation activities including equipment assembly and software configuration.
• Maintain compliance with regulatory standards during installation activities.
• Document and escalate installation issues as necessary.
• Participate in Technical Implementation Team Meetings to maximize efficiency.

Field Implementation Technician

• Serve as one of Cadwell's clinical resources for the EEG product portfolio.
• Understand the changes in upcoming releases of Cadwell software and ensure you are prepared to work with and train on those releases.
• Work with Cadwell’s Manager of Education and Training and EMU Clinical Education Specialist to develop strategies that constantly improve customer ‘go-live’ experiences, and the Education and Training Team's efficiency.
• Assist with the design and delivery of a comprehensive educational portfolio for the EEG product portfolio, ensuring consistent, high-quality training, learning experiences, and ongoing engagement for all customers. (To include, but not limited to, webinars, workshops, certifications, and self-paced learning modules.) May be asked to assist with content development for other modalities as needed.
• Work within the Education and Training Team to deliver all clinical configuration and training elements in each assigned customer’s ‘go-live’ or re-training plan. Typical requirements are:
• Work with Customer Implementation Team colleagues to ensure appropriate clinical configuration and training expectations are established during the sales process.
• Verify that all clinical configuration, training deliverables, and timelines are documented in a detailed Scope of Work.
• Coordinate with Customer Implementation Team colleagues to create an Implementation Plan fulfilling all clinical configuration and training requirements for each ‘go-live’ or re-training course.
• Fulfill all clinical configuration and training deliverables in each ‘go-live’ plan.
• Document and escalate any clinical configuration or training issues to the Manager of Education and Training, as necessary.
• Preclude subsequent escalations by recommending appropriate updates to Implementation Team Procedures, Product Installation instructions, or training materials.
• Serves as a point of contact for internal Cadwell teams seeking clinical expertise and user insight.
• Contribute to software enhancements and product design by leveraging clinical expertise and translating customer feedback into actionable insights.
• Support product evaluations at prospective enterprise customer sites by providing on-site clinical expertise, workflow guidance, and end-user support.
• Provide post-implementation support and troubleshooting to assigned customers as needed.
• Assist with the development and delivery of educational content, providing training and support for internal Cadwell team members as needed.
• Use the Education and Training Team’s Key Performance Indicators (KPI’s) to reappraise personal performance constantly.
• Escalate any issues of concern to the Manager of Education and Training in a timely manner.
• Performs other duties as assigned to support team and organizational needs.

Clinical Trainer, EEG

Implementation Specialist

• Deliver compliant and high-quality product installation and setup
• Provide technical configurations and customer training
• Collaborate within Cadwell’s Technical Installation team
• Improve customer 'go-live' experiences and Installation Team efficiency
• Document technical installation issues and recommendations

Field Implementation Specialist

Product Manager

• Own the strategy, positioning, and lifecycle for Cadwell’s flagship product line
• Conduct ongoing global market research, key opinion leader engagement, clinical site visits, win/loss analysis, and competitive assessments
• Build and maintain business cases for major product investments
• Develop and execute go-to-market strategies for new product releases
• Manage the full product lifecycle for the IONM product line

IT Service Delivery Specialist – EMEA/AP

IONM Clinical Education Specialist

Field Implementation Technician

Clinical Trainer, EEG

Field Implementation Specialist

Product Manager – Intraoperative Neuromonitoring