The Associate Director of Field Service is responsible for leading all field service operations across the West Region, including customer relationships, field service team performance, and operational execution. This role ensures reliable service delivery, strong client partnerships, and optimal performance of Nihon Kohden patient monitoring and ventilator systems throughout the region.

The Associate Director provides leadership and direction to Field Service Engineers and Technical Service Area Managers, driving accountability for service quality, response times, system uptime, and overall customer experience. This position oversees post-installation support, escalated issue resolution, and operational coordination across multiple healthcare sites.

Serving as the primary regional liaison between customers, Field Services leadership, Sales, and cross-functional teams, the Associate Director ensures seamless communication, proactive problem resolution, and effective integration of Nihon Kohden systems within hospital environments.

This role remains highly client-focused while balancing operational and financial performance, supporting quarterly business reviews, driving continuous improvement initiatives, and ensuring the West Region consistently meets service performance and customer satisfaction objectives.

Essential Functions and Main Duties

• Serve as the senior service escalation leader for the West Region, providing oversight and resolution for complex customer issues involving patient monitoring and ventilator systems.
• Lead and direct regional field service operations, including resource allocation, dispatch prioritization, and coverage decisions to ensure timely response and optimal customer support.
• Lead and develop the Field Service Engineering team, driving accountability for service quality, response times, system uptime, productivity, and customer satisfaction.
• Proactively manage strategic customer relationships, ensuring consistent service delivery and high levels of client trust and retention.
• Oversee post-installation support and ongoing operational performance across assigned healthcare sites.
• Develop and execute regional service strategies aligned with business objectives, supporting continuous improvement, operational efficiency, and service growth.
• Partner cross-functionally with Sales, project teams, and corporate leadership to ensure seamless coordination and successful customer outcomes.
• Provide technical leadership and hands-on support when required in high-impact or mission-critical situations.
• Build organizational capability through coaching, performance management, workforce planning, and succession development.
• Ensure compliance with company policies, regulatory standards, and quality requirements.
• 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 Engineering, Biomedical Engineering, Information Systems, or related discipline. Equivalent combination of education and experience will be considered.
• Advanced technical certifications such as network or cloud architecture preferred.
• 10+ years of experience in technical service, systems integration, infrastructure, or complex device environments, preferably within healthcare or regulated industries.
• 5+ years of progressive leadership experience managing field service, technical support, or service operations teams.
• Demonstrated success leading customer-facing technical organizations supporting mission-critical systems in high-reliability environments.
• Strong experience troubleshooting complex, networked systems and integrations within hospital or enterprise settings.
• Proven ability to drive customer satisfaction, retention, and service performance outcomes.
• Experience with service operations management, technical project execution, and large-scale deployments.
• Experience with service revenue accountability, operational KPIs, and performance management strongly preferred.
• Prior experience supporting patient monitoring systems, ventilators, or similar clinical technologies is highly desirable.
• Level and compensation depend on location, experience, education and skills.

Competencies Required

• Advanced technical knowledge of networked medical device systems, such as patient monitoring platforms and ventilators.
• Strong understanding of hospital system integrations and ability to collaborate effectively with IT, clinical engineering, facilities, and construction teams.
• Strategic and analytical problem-solving skills with the ability to translate complex technical issues into sustainable operational solutions.
• Ability to make timely, high-impact decisions in fast-paced, mission-critical environments.
• Excellent communication skills with the ability to influence clinical stakeholders, hospital leadership, and cross-functional partners.
• Strong operational leadership with a focus on service KPIs, response time, uptime, quality, and customer experience metrics.
• Experience driving performance across distributed field teams, including accountability for service delivery, productivity, and financial results.
• Conflict resolution and stakeholder management skills in high-pressure customer situations.
• Proficiency with Microsoft Office and service management systems, CRM platforms, or related tools used to manage service performance and reporting.
• Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.
• Ability to operate effectively both independently and within a matrixed organization.

Compensation

The anticipated range for this position is $115,000 to $156,000. 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-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. Reasonable accommodation may be requested by contacting Human Resources.

Travel: Approximately 50%

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), 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 HREmployeeServices@nihonkohden.com.