Department: Monitoring Technical Supp
The Technical Support Engineer (TSE) provides remote technical support to customers using biomedical devices supporting heart, lung and brain function. This role serves as the initial point of contact and primary technical resource for customers seeking to troubleshoot hardware, software, and network-related issues. The TSE supports customers to ensure safe and reliable operation of life-supporting medical devices in applications where uptime and accuracy are critical.
The successful candidate combines strong biomedical equipment knowledge with Windows operating system and IT networking expertise to support networked medical devices, software configuration, and system integration. This role requires strong customer communication skills and the ability to resolve complex technical issues efficiently while maintaining compliance with applicable healthcare regulations and quality standards.
Essential Functions and Main Duties
- Provide remote technical support for patient monitoring systems, ventilators, neurology devices, and related products in a 24x7x365 environment
- Resolve routine through moderately complex tickets and elevate challenging issues appropriately
- Primary point of contact for diverse customer base including biomedical engineers, health care technicians, physicians, and IT professionals
- Diagnoses and resolves 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
- Troubleshoot Windows-based software applications and proprietary embedded operating systems used in medical devices
- Support network connectivity of medical devices with an understanding of Active Directory, TCP/IP, VLANs, group policies, and network storage
- Represent the voice of the customer to internal stakeholders such as quality, product engineering, and marketing teams
- Effectively partner with sales representatives to strengthen relationships with customers
- Delight customers by proactively communicating with customer inquiries, service requests, and escalations
- Adheres to all company policies, procedures, and business ethics codes
- Duties may be modified or assigned at any time based on business need
Qualifications
Education / Certification / Experience Required
- Bachelors degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology or related discipline; relevant education and experience accepted in lieu of degree
- Relevant certifications such as CBET, R. EEG T., or CompTIA A+, or equivalent knowledge preferred
- 2+ years of experience in customer service-related roles
- Strong knowledge of Microsoft Windows operating systems
- Technical support experience preferred
- Experience using or supporting biomedical equipment, medical devices, or complex technical systems preferred.
- Experience working in hospital IT environments preferred
- Level and compensation depend on location, experience, education and skills
Competencies Required
- Demonstrates a customer-focused approach and a commitment to timely, effective issue resolution.
- Applies technical troubleshooting and root cause analysis to identify and resolve problems.
- Explains complex technical concepts clearly to non-technical users.
- Manages time and prioritizes competing demands in high-urgency environments.
- Takes initiative and demonstrates ownership of support tickets through resolution.
- Builds effective cross-functional relationships with engineering, quality, and service teams.
- Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English
- Able to work effectively both independently and in a collaborative team environment
Compensation
The anticipated range for this position is $27.00 - $36.00 an hour. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.
Perks and Benefits
Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America
Working Conditions
Schedule: The regular hours for this full-time position are 8 hours anytime within 6:00 a.m. to 6:00 p.m. in your time zone, MondayFriday, unless otherwise stated by the department manager. Occasional night shift support and weekend on-call support rotation is required. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Companys discretion.
Remote Work: Reliable high-speed internet access at the employees working location is required to support telephone, email, and remote technical support activities.
Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision. More specific details may be provided as needed or requested. Reasonable accommodation may be requested by contacting Human Resources.
Travel: Approximately 10%
Access to Customer Sites: Not required
Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination, harassment, and retaliation and welcomes all qualified candidates to apply. Employment decisions are based on qualifications, experience, and business needs, without regard to legally protected characteristics. This policy applies to all employment actions, including recruitment, hiring, promotion, compensation, training, and other workplace practices.
Nihon Kohden America complies with all applicable federal, state, and local laws regarding equal employment opportunity. Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights. Questions or concerns regarding this policy may be directed to Human Resources at HREmployeeServices@nihonkohden.com.
Bachelor's degree in biomedical engineering, computer science, or related field (or equivalent experience); 2+ years customer service; strong Windows knowledge; English communication; ability to lift 20 lbs; occasional night/weekend on-call.
Key Responsibilities
- providing remote support
- troubleshooting hardware issues
- resolving software problems
Skills & Tools
Microsoft Windows, Active Directory, TCP/IP, VLAN
Job Details
- Category: Information Technology
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 56,160 – 74,880 / year
- Languages: English
About Nihon Kohden America
A medical device company providing technical support for biomedical equipment. — Industry: Healthcare