Technical Support Specialist, Neurology

About the role

The Technical Support Specialist, Neurology provides technical support to customers in support of Windows-based medical devices and applications. The role involves interacting directly with customers to handle information and order status requests, answer part-related inquiries, provide level 1 technical support, and escalate issues to higher levels when necessary.

Responsibilities

• Provide support for incoming customer issues by providing resolution or escalating in a timely manner by phone and/or email.
• Support 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.
• Diagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solving.
• Aid customers with system configuration, software updates, and interoperability issues.
• Follow up with customers regarding repair costs and purchase order requests.
• Follow up support for QA requests by contacting customers to request additional information.
• Adhere to all company policies, procedures, and business ethics codes.

Qualifications

• Bachelor's degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field (preferred).
• Relevant education and experience accepted in lieu of degree.
• 2+ years of help desk, ticket tracking experience preferred.
• Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferred.
• Experience with Windows XP, 7, 10 Professional operating systems.
• Experience with Microsoft Office Suite.
• Ability to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.
• Strong record-keeping skills: ability to follow through and document issues and resolutions.
• Must be able to work effectively both independently and in a collaborative team environment.

Compensation

The anticipated hourly rate for this position is $25.00 to $40.00. 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.

Schedule

The regular hours for this full-time position from Monday–Friday are dependent on the location of the tech if working remotely but will be a 40-hour work week. Holidays, one weekend a month on-call, and on-call work hours during the week on a team rotation cycle 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. Must be willing to work in West Coast hours.

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, and color vision.

Travel

Minimal

Access to Customer Sites

Not Required