Job Description

The Technical Support Specialist I role is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist I 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 II or Technical Support III when necessary.

ESSENTIAL FUNCTIONS AND BASIC 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. • Travels to customer sites as needed or assigned.

• Other duties as assigned

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

QUALIFICATIONS 

EDUCATION/CERTIFICATION:

Associate’s degree in electronics technology, or equivalent job experience

REQUIRED KNOWLEDGE:

Understanding of Windows XP and 7 Professional operating systems

EXPERIENCE REQUIRED:

1+ years of experience in Customer Service or Support preferred.

SKILLS/ABILITIES:

Ability to follow written and verbal direction and established processes/policies

Must be positive, professional, self-motivated, and resourceful

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

Proficient in Microsoft Office applications: Word, Excel, Outlook, etc...

EEO Policy Statement

It is the policy of Nihon Kohden America not to discriminate against any employee or applicant for employment because of 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. It is also the policy of Nihon Kohden America to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of Nihon Kohden America will not be subject to harassment on the basis of 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. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

As CFO of Nihon Kohden America, I am committed to the principles of Affirmative Action and Equal Employment Opportunity. In order to ensure dissemination and implementation of Equal Employment Opportunity and affirmative action throughout all levels of the company, I have selected our Human Resources Representative as the Equal Employment Opportunity (EEO) Manager for Nihon Kohden America. One of the EEO Manager’s duties will be to establish and maintain internal audit and reporting systems to allow for effective measurement of Nihon Kohden America’s programs.

In furtherance of its policy regarding Affirmative Action and Equal Employment Opportunity, Nihon Kohden America has developed a written Affirmative Action Program which sets forth the policies, practices and procedures that Nihon Kohden America is committed to in order to ensure that its policy of nondiscrimination and affirmative action is accomplished. This Affirmative Action Program is available in the Human Resources office for inspection by any employee or applicant for employment upon request, during normal business hours. 

We request the support of all employees in accomplishing Equal Employment Opportunity.