Ventilation Support Specialist

The Ventilator Support Specialist role is responsible for providing ventilation technical support to customers in support of the NKV Series Ventilator Products.

The Ventilator Support Specialist will interact directly with the customer and provide support for information and / or service status requests, answer part-related inquiries, provide advanced ventilation technical support, including but not limited to phone or onsite troubleshooting support, onsite dispatch and tracking of our third-party partners activities, and at times product installations if necessary.

Essential Functions and Main Duties

• Ventilator support specialist will be an SME on the operation and maintenance of the NKV Series Ventilator Systems.
• Provide support to customers and team members, pertaining to system functionality, system configuration, and troubleshooting resolution via email and telephone.
• Be the primary conduit for issues on all Ventilator products for escalation to NKOM or other company organizations, to bring the appropriate expertise to bear to resolve clients’ issues quicky and effectively.
• Provide support for customer requests for repair status, documentation, software, and / or part and accessory information.
• Researches and communicates ventilation technical concerns associated with NKV Series Ventilation Systems, and helps to resolve warranty issues, then effectively communicates recommended solutions back to the customer.
• Escalates to and works with senior staff to resolve complex support issues.
• Ability to accurately input data into the Complaint Handling system so that it can reliably be used by other employees or organizations within NK.
• Must be capable of being certified by NKOM to repair and support all NKOM ventilator products.
• 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, electrical engineering or related discipline; relevant education and experience accepted in lieu of a degree
• 5+ years of well-rounded ventilator repair experience
• RT experience / licensing is desired and is preferred
• Understanding of ventilator mechanics
• Level and compensation depend on experience, education, and skills

Competencies Required

• Mastery of troubleshooting ventilator issues and technical support functions
• Must have experience interacting directly with end-users’ (clients) in support of real-time issues.
• 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 salary range for this position is $86,000 - $112,000. Actual salary 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 40 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 : Up to 40%

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.