The Technical Support Specialist 2 role is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist 2 will interact directly with the customer and provide support for information and/or order status requests, answer part-related inquires, provide level 2 technical support which requires following established policies and procedures, and escalate technical issues to Technical Support 3 when necessary.

Essential Functions and Main Duties:

• Provide support for incoming customer technical issues by providing resolution or escalating in a timely manner.
• Provide support for customer requests for repair status, documentation, software, or part numbers.
• Provide support for requests for technical assistance by internal customers.
• Support scheduled 24x7x365 call rotation.
• Provide follow up support for QA requests by contacting customers to perform additional troubleshooting or root cause analysis (RCA).
• Create technical documents as assigned (Such as technical Bulletins, Troubleshooting documents, RCA).
• Ability to act as a point of contact for team members and subordinates as a resource on all technical trouble-shooting issues.
• Ability to do accurate data entry into the Technical Support database so that it can reliably be used by other employees or organizations within NKA
• 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's degree in biomedical, clinical engineering or related discipline; relevant education and experience accepted in lieu of degree
• 1+ years of experience with level 1 technical customer service or support function
• Experience interacting directly with end user customers in support of real time issues
• Level and compensation depend on location, experience, education and skills

Competencies Required:

• Understanding of Windows XP and 7 Professional operating systems
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.)
• Basic Networking knowledge of IP address assignment (DHCP and Static), DNS, and bandwidth
• Must be positive, professional, self-motivated, resourceful, and able to work with minimal supervision
• Excellent customer service and organizational skills
• Strong oral and written communications skills
• Strong record-keeping skill: ability to follow through and document issues and resolutions
• Ability to handle assignments that are semi-routine in nature but recognizing the need for occasional deviation from accepted practice
• Good judgment in selecting methods and techniques for obtaining solutions/results
• 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 hourly range for this position is $22.00 to $42.00. 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

Working Conditions

Schedule: The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday-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's discretion.

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. More specific details may be provided as needed or requested.

Travel: Minimal

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 HREmployeeServices@nihonkohden.com.