Manager Technical Support, Neurology

Nihon Kohden; Canada; Hybrid; CAD 107,000 - 166,000; Full time

Job summary

A medical technology company is seeking a Manager of Technical Support responsible for leading a team to deliver exceptional customer service in neurology. The ideal candidate will have over 5 years of medical technical service experience and at least 2 years in a management role, fostering a collaborative environment while addressing customer needs. The position requires effective communication and problem-solving skills as well as familiarity with FDA regulations. Compensation ranges from $78,000 to $120,000 depending on experience and education.

Benefits

Health insurance

Retirement plan

Qualifications

• 5+ years of related experience in medical technical service.
• 2+ years of people management experience.
• Experience in neurology applications such as EEG or EMG is desirable.

Responsibilities

• Provides leadership and direction to direct reports.
• Collaborate with sales support and quality assurance.
• Drive continuous improvement of work processes.

Skills

Leadership

Technical service

Employee engagement

Customer service

Coaching

Education

Bachelor’s degree in biomedical, clinical, electrical engineering, or related discipline

Tools

Windows Desktop Support

IT Networking Support

Lean/Six Sigma certification

Job description

The Manager of Technical Support, Neurology plays a critical role in satisfying both department and customer technical needs and develops short- & long-term technical service strategies to meet those requirements. This individual manages and improves the technical service function, activities and processes. Key success factors include having experience in medical technical service and demonstrating strong leadership to drive team performance and deliver exceptional customer satisfaction.

This role is based at the Irvine, CA office. Qualified candidates would be expected work from the office 3-5 days per week.

Essential Functions and Main Duties

• Provides leadership, support and direction to direct reports in accordance with the service business unit’s strategic imperatives. Including but not limited to writing performance evaluations of direct reports and hiring and developing staff.
• Supervises staff to ensure company safety procedures, policies and administrative procedures are implemented and followed.
• Identify and advocate for the needs of employees to drive employee engagement and enable exceptional delivery of customer service.
• Select, manage, develop, and hold accountable team members to meet department deliverables and responsibilities. Complete company people management requirements. Exhibit manager competencies.
• Identify and resolve knowledge gaps between customer needs and employee capabilities.
• Plans, organizes and controls resources to meet productivity requirements.
• Collaborate with sales support, customer support, repair center, warehousing and quality assurance to ensure prompt shipment of products.
• Drive Continuous Improvement of work processes to maximize support quality and efficiency.
• Communicate directly with customers to de-escalate challenging situations and take ownership of service challenges.
• Promote and embody a collaborative attitude within the immediate team, with internal colleagues, and customers.
• Responsible for maintaining legible and accurate records including quality and assembly and other procedures to comply with regulatory requirements; Quality Systems Regulations and Standard Operating Procedures.
• Ensures all quality and standard operating procedures are being followed.
• Maintains health and safety standards for the workplace and individuals.
• Adheres to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Qualifications

• Bachelor’s degree in biomedical, clinical, electrical engineering, computer science, biological sciences, or related discipline; relevant education and experience accepted in lieu of degree.
• 5+ years of related experience in medical technical service.
• 2+ years of people management experience, including driving results through others, leading teams or projects, and providing training.
• Experience or certification in Lean/Six Sigma is desirable.
• Experience or certification in neurology applications such as EEG, IOM, EP/EMG or PSG is desirable.
• Experience or certification in Windows desktop support and IT networking support is desirable.
• Level and compensation depend on location, experience, education and skills.
• Familiarity with FDA Medical Device Reporting regulations preferred.
• Strong people skills for coaching, motivating, and providing feedback.
• The ability to work effectively under pressure in a fast‑paced, time‑sensitive environment with shifting priorities and multiple deadlines.
• Ability to understand implications of work and make recommendations for solutions.
• Ability to define project scope, statement of work, work breakdown schedule, sub‑tasks, and required resources on new Technical Support department projects.
• 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 $78,000 - $120,000. 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 8:00 a.m. to 5:00 p.m., Monday‑Friday, unless otherwise stated by the department manager. 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 Company’s discretion.

Physical: Generally may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 25 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 5%

Access to Customer Sites: It is an essential function of this position to perform duties in healthcare facilities, and to achieve the necessary vendor credentialing. As part of this process, it is typically required to provide proof of vaccinations (including COVID), and related personal medical information, and to comply with other criteria as required to work at customer sites. Typical vendor credentialing expenses will be paid/reimbursed by the Company.

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 [e-mail].