The Technical Support Specialist 2, Neuro provides technical support to customers in support of windows-based medical devices and applications.

Essential Functions and Main Duties

• Provide support for incoming customer issues by providing resolution or escalating in a timely manner by phone and/or email.
• Provide support for customer requests related to repair status, documentation, software, and part inquiries.
• Responsible for providing technical phone support during and after hours on a published rotating on-call schedule.
• Perform follow-up support related to customer reported issues and tickets.
• 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.
• Duties may be modified or assigned at any time based on business need.

Qualifications

Education / Certification / Experience Required

• Associate degree in a related discipline; relevant education and experience accepted in lieu of degree.
• Minimum of 2 years’ experience in a clinical polysomnography or neurodiagnostic environment
• Must have valid EEG, CNIM, NCS, CLTM, or PSG registry.
• 1+ years of help desk, Ticket tracking experience preferred.
• Strong clinical and technical knowledge of PSG or EEG principals
• Windows XP, 7, 10 Professional operating systems experience
• Experience with Microsoft Office Suite

Competencies Required

• Ability to follow written and verbal direction and established processes/policies.
• Excellent customer service and organizational skills.
• Strong oral and written communications skills.
• Strong record-keeping skill: ability to follow through and document issues and resolutions.
• Able to work effectively both independently and in a collaborative team environment.

Compensation

The anticipated range for this position is $25.00/hr to $41.00/hr. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.

Perks & 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 from Monday – Friday is dependent on the location of the tech if working remotely but will be a 40-hour work week. Holiday, weekend, and on-call work hours are also required and may extend beyond the standard 40-hour work week. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion.

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, and 2-way written/verbal communication in English. More specific details may be provided as needed or requested.

Travel: Minimal

Access to Customer Sites: Not Required

Nihon Kohden America's official EEO policy statement follows. In keeping with this policy, Nihon Kohden America will continue to recruit, hire, train, and promote into all job levels the most qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or because he or she is a protected veteran. Similarly, Nihon Kohden America will continue to administer all other personnel matters (such as compensation, benefits, transfers, layoffs, company-sponsored training, education, tuition assistance, and social and recreational programs) in accordance with Company policy. Nihon Kohden America bases employment decisions on objective standards as much as possible in the furtherance of equal employment opportunity.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Nihon Kohden, please contact Human Resources.