Product Support Specialist

Cadwell; Kennewick (WA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Cadwell is seeking a Product Support Specialist in the United States to be the expert customers turn to for maximizing Cadwell medical devices. You will provide technical support via phone and remote tools, and participate in weekend coverage and an on-call rotation for after-hours escalations.

The role emphasizes solving complex problems, rapid troubleshooting of hardware, software, and networking issues, and building deep product expertise across Cadwell offerings.

Qualifications

• Associate degree in a related field or 2+ years in clinical neurophysiology, IT, or biomedical technology.
• CAAHEP-accredited program in Polysomnographic Tech or EEG Tech preferred.
• Active credentials such as RPSGT, EEG Tech, CNIM a plus.
• 1+ year clinical sleep/EEG tech or 2+ years in help desk/network support preferred.

Responsibilities

• Be the go-to resource for customers through product operation, configuration, and best practices.
• Troubleshoot hardware, software and networking issues with confidence and efficiency.
• Deliver timely, clear solutions and proactively follow up for customer satisfaction.
• Build deep expertise across Cadwell’s product line.
• Participate in weekend support rotation and after-hours on-call escalations.
• Take on additional responsibilities as the team evolves.

Skills

Technical troubleshooting

Clear communication

Customer-first mindset

Analytical thinker

Team collaboration

Physical stamina

Education

Related field Associate degree or 2+ years experience

CAAHEP-accredited program (preferred)

RPSGT/REEGT/CNIM credentials (a plus)

Sleep/EEG tech or help desk experience

Job description

As a Product Support Specialist at Cadwell, you'll be the expert our customers turn to when they need help getting the most out of their medical devices. You'll provide technical support via phone and remote assistance tools. You’ll be part of weekend support coverage and an on‑call rotation for after‑hours escalations. If you love solving complex problems, thrive in a fast‑paced environment, and want to make a real difference in healthcare - this role is for you.

Key Duties / Responsibilities

• Be the go‑to resource for customers, guiding them through product operation, configuration, and best practices
• Troubleshoot hardware, software, and networking issues with confidence and efficiency
• Deliver timely, clear solutions and follow up proactively to ensure customer satisfaction
• Build deep expertise across the full Cadwell product line
• Participate in weekend support rotation and an on‑call rotation for after‑hours escalations
• Take on additional responsibilities as the team and business evolve

Education / Experience

• Associate degree in a related field, or 2+ years of relevant experience in clinical neurophysiology, IT, or biomedical technology
• Associate's or Bachelor's degree in Polysomnographic Technology or Electroencephalograph Technology from a CAAHEP‑accredited program (preferred)
• Active credentials as a Registered Polysomnographic Technologist (RPSGT), EEG Technologist (REEGT), and/or Certified in Neurophysiologic Intraoperative Monitoring (CNIM) (a plus)
• At least 1 year of clinical experience as a sleep/EEG technician, or 2+ years in help desk or network support (preferred)

Skills & Strengths / Physical Requirements & Working Conditions

• Solid computer proficiency, including familiarity with software platforms, networking, and hardware
• Working knowledge of servers, virtual environments, WAN/LAN topologies, Citrix, and storage systems (a plus)
• Strong communicator - comfortable explaining technical concepts clearly in writing and over the phone
• Customer‑first mindset: empathetic, professional, and skilled at building lasting relationships
• Sharp analytical thinker who can assess problems quickly and deliver practical solutions
• Physically able to perform the duties of the role, including lifting and carrying up to 20 lbs

Why Cadwell

• Work on products that directly impact patient care in clinical neurophysiology and sleep medicine
• Flexible location - headquarters in Kennewick, WA or fully remote
• Join a collaborative, mission‑driven team that invests in your growth

*PST working hours only*

Salary Range

$80,000 - $100,000 USD

Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. For assistance, contact our Human Resources Department at [e-mail].