Nihon Kohden America

Support Engineer

• Provide support for incoming customer technical issues by providing resolution or escalating in a timely manner
• Provide support for customer requests for repair status, documentation, software, or part numbers
• Provide support for requests for technical assistance by internal customers
• Perform follow up support related to TSS2 or TSS3 issues
• Diagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solving
• Assist customers with system configuration, software updates, and interoperability issues
• Provide follow up with customers regarding repair costs and purchase order requests
• Provide follow up support for QA requests by contacting customers to request additional information
• Adhere to all company policies, procedures, and business ethics codes

Technical Support Specialist, Monitoring

Field Engineer

• Build and lead the Service Engineering, Patient Monitoring function, with accountability for server-based product implementation, reliability, patch validation, integration support, post-go-live support, and escalation governance.
• Create and lead a command center capability that monitors connected patient monitoring systems, detects early warning signals, predicts potential failures, and initiates proactive actions to prevent clinical downtime.
• Design and implement a connected support ecosystem using the framework: Design. Connect. Collect. Analyze. Act., while defining monitoring workflows, metrics, escalation models, customer communication processes, and command center operating rhythms.
• Bring cloud-hosted, on-premises, and customer-hosted environments into a monitored support ecosystem by capturing health, performance, configuration, event, integration, and service data needed to identify risks before customer impact.
• Analyze trends, risk signals, failure patterns, recurring issues, patch risks, connectivity risks, and integration risks to proactively improve system reliability and service outcomes.
• Initiate service, engineering, and customer communication workflows before failures disrupt care and translate the DHP support foundation into a scalable operating model supporting future deployments, installed-base growth, and diverse hosting environments.
• Create and maintain engineering tools, checklists, runbooks, validation protocols, test plans, troubleshooting guides, deployment standards, and support playbooks for patient monitoring servers and DHP environments.
• Lead implementation standards for server-based products, including planning, configuration, environment readiness, validation, go-live support, hypercare, and transition to steady-state support.
• Establish governance for server patches, software updates, security updates, and configuration changes prior to release into customer environments through partnership with Quality, Product, Engineering, and field teams.
• Lead support strategy for integrations with hospital electronic medical record systems and related clinical systems, including data-flow troubleshooting, interface validation, escalation management, and coordination with customer information technology teams.
• Partner directly with NKC subsidiaries R&D organizations and global product and engineering teams to escalate systemic issues, validate root causes, prioritize corrective actions, drive closed-loop problem elimination, and convert field learnings into product, software, service, and documentation improvements.
• Serve as the senior technical and operational escalation leader for critical customer issues involving applications, servers, network communications, integrations, cloud-hosted services, and data-flow performance.
• Select, manage, develop, and hold accountable team members to meet department deliverables and responsibilities.
• Complete company people management requirements. Exhibit manager competencies. Adheres to all company policies, procedures, and business ethics codes. Duties may be modified or assigned at any time based on business need.

Senior Manager, Service Engineering – Patient Monitoring

Clinical Specialist

• Develops and delivers customized training and support plans for Nihon Kohden equipment to customer accounts
• Assembles portable carts
• Leads implementation teams to complete projects on time, safely, and to the customers satisfaction
• Provides ongoing customer support in person, by telephone, or through remote desktop solutions
• Makes travel arrangements in accordance with company policies and completes expense reports within designated timeframes
• Updates product knowledge as operations or features change
• Maintains clinical knowledge, competence, and active certification
• Manages time efficiently to accomplish assignments within established timeframes
• Submits required documentation within designated deadlines
• Adhere to all company policies, procedures, and business ethics codes
• Duties may be modified or assigned at any time based on business need

Technical Support Specialist, Monitoring

Senior Manager, Service Engineering – Patient Monitoring

Clinical Application Specialist, Neurology – EEG/PSG