Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver remote technical assistance for patient monitoring systems, ventilators, neurology devices, and other related products in a 24/7/365 environment.

• Address routine to moderately complex support tickets and escalate more challenging issues as needed.

• Act as the primary technical liaison for biomedical engineers, healthcare technicians, physicians, and IT professionals.

• Identify and resolve hardware, software, and configuration problems through established troubleshooting methods and innovative problem-solving.

• Support customers with system setup, software upgrades, and interoperability challenges.

• Troubleshoot Windows-based software applications and specialized embedded operating systems utilized in medical devices.

• Assist with medical-device network connectivity, including Active Directory, TCP/IP, VLANs, group policies, and network storage.

• Advocate for customer requirements to quality assurance, product engineering, and marketing teams.

• Collaborate with sales representatives to enhance customer relationships.

• Maintain proactive communication regarding customer inquiries, service requests, and escalations.

• Comply with company policies, procedures, and ethical business standards.

⛳️ Requirements

• Bachelor’s degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or a related field; relevant education and experience may be considered in place of a degree.

• Minimum of 2 years in customer service-related positions.

• Strong familiarity with Microsoft Windows operating systems.

• Proficient in verbal and written communication, able to receive and comprehend verbal and written instructions in English.

• Capacity to work effectively both independently and within a collaborative team setting.

• Relevant certifications such as CBET, R. EEG T., or CompTIA A+, or equivalent knowledge are preferred.

• Experience in technical support is preferred.

• Background in using or supporting biomedical equipment, medical devices, or complex technical systems is preferred.

• Experience in hospital IT environments is preferred.

• Reliable high-speed internet access at the employee’s workplace is required.

• Occasional night shifts, weekend on-call duties, holiday, and evening work may be necessary.

• Approximately 10% travel is expected.

🏝️ Benefits

• Full-time schedule with consistent hours from 6:00 a.m. to 6:00 p.m. in the employee’s time zone, Monday through Friday.

• Remote work opportunity.

• Participation in occasional night shift support and weekend on-call support rotation.

• Approximately 10% travel may be involved.

• Reasonable accommodations may be requested.

• Benefits & perks offered by Nihon Kohden America (details available on the Career page).