Field Service Engineer

Field Service Engineer

Nihon Kohden American (NKA) is seeking a field-based Field Service Engineer to provide on-site support in the northeast region, being based in the northern New Jersey or greater New York City areas.

The position is responsible for maintaining the relationship's success with NKA customers to achieve the goals and objectives identified by the customer and NKA. The individual will identify, evaluate, resolve, or raise customer pain points. In addition, the individual will act as a customer advocate and liaison back into NKA organization. This position will provide on-site and remote support for NKA patient monitoring and ventilator infrastructures, including troubleshooting, IT support and other supports as needed.

Essential Functions and Main Duties

• Assumes responsibility for managing patient monitoring servers and devices
  • Responsible for overall IT/applications on-site product support providing oversight, training and technical direction to customers.
  • Work with Biomed and clinical teams on-site at hospital locations
  • Perform software updates on NKA devices
  • Provide technical support post installation
  • Work with NKA internal teams to ensure successful coordination and delivery of product support
  • Assist with compiling device information and inventory management documentation
• Assumes responsibility for all ongoing patient monitoring and ventilator product support
  • Provide on-site diagnostic troubleshooting
  • Tracks and resolves service tickets promptly and effectively, while ensuring optimal customer service
  • Obtains and conveys information as needed; logs all problems including cause and resolution information
  • Promotes goodwill and a positive image of the Company
• Assumes responsibility for ongoing integration of our patient monitoring devices within NKA/Hospital infrastructure
  • Assist with setup, validation and compatibility testing
• Provide timely and effective communications to customers about service expectations, estimated arrival date/time, status of ongoing service activities, and service follow-up calls
• Utilizing troubleshooting techniques and analytical thinking skills to diagnose hardware/software issues, determine corrective action, and resolve service tickets
• Demonstrate good judgment in the utilization of company credit cards while adhering to expense levels within the established business guidelines
• Finish the administrative requirements of the position within expected timeframes
• Maintain and demonstrate a professional appearance at all times.
• Performs miscellaneous projects as assigned
• Updates technical skills as required
• Adhere 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 degree in information technology, biomedical engineering or related technical field; relevant education and experience accepted in lieu of degree
• CompTIA Network+ and/or Security+ certification preferred
• 4+ years of proven software and hardware experience
• Extensive understanding of hospital IT functions, infrastructure and medical system integration
• Experience working with electronic medical record systems preferred
• Level and compensation depend on experience, education and skills

Competencies Required:

• Good problem-solving skills
• Good verbal and written communication skills
• Outstanding customer service and soft skills
• Ability to assist and train others
• Able to work effectively both independently and in a collaborative team environment

Compensation

The anticipated range for this position is $80,000 to $105,000. 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 to 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 discretion.

Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 45 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision. More specific details may be provided as needed or requested.

Travel: Approximately 75%

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 for COVID-19), and related personal medical information, and to comply with other criteria as needed to be able 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 View email address on click.appcast.io.