Director Technical Support

Senior Technical Support Team Leader

As a Senior Technical Support Team Leader in the healthcare industry, you will oversee a team of technical support professionals responsible for medical devices and software used in acute care and ambulatory hospitals across the United States. In addition to directly managing engineers and experts, you will also lead other managers who oversee tech experts.

Essential Functions and Main Duties

Leadership and Strategy

• Lead a Multi-Tiered Team: Manage not only the technical support associates but also other team leaders or managers.
• Develop and Execute Strategies: Collaborate with senior leadership to define and execute technical support strategies aligned with organizational goals.
• Drive Continuous Improvement: Identify opportunities to enhance support processes, efficiency, and customer satisfaction.

Team Management

• Direct Reports: Oversee managers who lead tech experts, ensuring they effectively manage their teams.
• Performance Management: Set performance expectations, conduct regular performance reviews, and provide coaching and feedback.
• Resource Allocation: Allocate resources efficiently to meet service levels and resolve critical incidents.

Technical Expertise and Collaboration

• Technical Oversight: Understand the complexities of medical devices, software, and integrations.
• Collaborate Cross-Functionally: Work closely with clinical staff, IT, vendors, and other stakeholders to address technical challenges.
• Advocate for Technical Excellence: Ensure adherence to best practices and industry standards.

Process Optimization and Documentation

• Standard Operating Procedures (SOPs): Develop and maintain SOPs for technical support processes.
• Process Improvement: Continuously evaluate and enhance support workflows.
• Documentation: Maintain accurate records of incidents, resolutions, and system configurations.

Customer Focus and Communication

• Customer-Centric Approach: Prioritize excellent customer service, understanding the critical nature of healthcare technology.
• Effective Communication: Communicate with hospital staff, clinicians, and executives, translating technical details into actionable insights.
• Problem Resolution: Escalate and resolve complex issues promptly.

Select, manage, develop, and hold accountable team members to meet department deliverables and responsibilities. Complete company people management requirements. Exhibit manager competencies.

Adheres to all company policies, procedures, and business ethics codes.

Duties may be modified or assigned at any time based on business need.

Education / Certification / Experience Required

• Bachelor degree in biomedical engineering or related discipline
• Relevant certifications preferred (e.g., CompTIA Healthcare IT Technician, Certified Biomedical Equipment Technician (CBET), or ITIL Foundation)
• 10+ years of experience in technical support, healthcare IT, or medical device support
• 5+ years of experience of people management experience, including driving results through others, leading teams or projects, and providing training
• Level and compensation depend on location, experience, education and skills

Competencies Required

• Proficiency in medical device interfaces, software protocols, and interoperability
• Ability to lead managers, inspire teams, and drive 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 range for this position is $140,000 to $200,000. 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 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision. More specific details may be provided as needed or requested. Reasonable accommodation may be requested by contacting Human Resources.

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.