Technical Support Engineer

Nihon Kohden Innovation Center, Inc.; United States; Remote; USD 37.000 - 50.000; Vollzeit

Zusammenfassung

Nihon Kohden America seeks a Technical Support Engineer to deliver remote technical support for life-supporting medical devices. You will troubleshoot hardware, software, and network issues, ensuring uptime and safety in critical care applications.

The role requires biomedical equipment knowledge, Windows OS expertise, and strong customer communication. You will work with cross-functional teams and may assist with software configuration and interoperability.

Qualifikationen

• Bachelor's degree or equivalent in a relevant field.
• Certifications such as CBET, EEG T., or CompTIA A+ preferred.
• 2+ years in customer service roles.
• Strong Windows OS knowledge.
• Experience with biomedical equipment and hospital IT environments.

Aufgaben

• Provide remote technical support for patient monitoring systems and related devices.
• Resolve routine to moderately complex tickets and escalate when needed.
• Be the primary contact for biomedical engineers, healthcare techs, and IT staff.
• Diagnose hardware, software, and configuration issues using documented processes.
• Assist with system configuration, software updates, and interoperability issues.
• Troubleshoot Windows-based software and embedded medical device OSs.
• Support device network connectivity with Active Directory, TCP/IP, VLANs, and storage.
• Represent customer needs to quality, product engineering, and marketing teams.
• Collaborate with sales to strengthen customer relationships and communicate inquiries.

Kenntnisse

Biomedical equipment knowledge

Windows OS

Networking (TCP/IP, VLANs)

Customer communication

Troubleshooting

System integration

English communication

Ausbildung

Bachelor's degree in Biomedical Engineering or related field

Certifications such as CBET, EEG T., or CompTIA A+

Jobbeschreibung

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

• Bachelor’s 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
• 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, Monday–Friday, 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 Company’s discretion.

Remote Work: Reliable high-speed internet access at the employee’s 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 [e-mail] .