The Technical Support Specialist is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist will interact directly with the customer and provide support for information and/or order status requests, answer part-related inquires, provide level 1 technical support, and escalate technical issues to Technical Support 2 or 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
• Perform follow up support related to TSS2 or TSS3 issues
• Provide follow up with customers regarding repair costs and purchase order requests
• Provide follow up support for QA requests by contacting customers to request additional information
• 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 electronics technology or related discipline; relevant education and experience accepted in lieu of degree
• 1 years of experience in technical support
• 1 years of experience with using a ticketing system 
• Windows XP and 7 Professional operating systems experience preferred
• Experience with Microsoft Office Suite preferred

Competencies Required

• Ability to follow written and verbal direction and established processes/policies
• 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
• Able to work effectively both independently and in a collaborative team environment

Compensation

The anticipated range for this position is $18.00 to $25.00. 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, color vision, and 2-way written/verbal communication in English. More specific details may be provided as needed or requested.

Travel: Minimal

Access to Customer Sites: Not Required

Nihon Kohden America's official EEO policy statement follows. In keeping with this policy, Nihon Kohden America will continue to recruit, hire, train, and promote into all job levels the most qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or because he or she is a protected veteran. Similarly, Nihon Kohden America will continue to administer all other personnel matters (such as compensation, benefits, transfers, layoffs, company-sponsored training, education, tuition assistance, and social and recreational programs) in accordance with Company policy. Nihon Kohden America bases employment decisions on objective standards as much as possible in the furtherance of equal employment opportunity.