The Associate Director Field Services oversees client relationships from a technical management perspective after installation and ensures smooth operations across all sites within their region. This role manages and develops the Field Service Team and provides leadership and guidance for ongoing support and issue resolution. The Associate Director acts as a liaison between the NKA Field Services Team, upper management, and other internal resources, coordinating technical problem-solving and ensuring integration of Nihon Kohden products with client systems. This position remains highly client-focused, driving proactive improvements and maintaining strong partnerships with key stakeholders, including Technical Service Area Managers, Field Service Engineers, Sales Account Executives, and project teams.
Responsibilities include supporting quarterly business reviews, addressing escalated issues, and ensuring client satisfaction through effective communication and resolution strategies. The role requires strong technical expertise, leadership, and the ability to mentor teams while delivering exceptional service to clients.
Essential Functions
• Serves as the service management escalation point of contact for assigned accounts, acting as a services-focused technical management representative. • Proactively manages client relationships from a services and support delivery perspective, ensuring high levels of client satisfaction. • Develops and implements management and support strategies to continually improve field services for NKA's customers. • Develops and executes short- and long-term tactical plans for the growth and advancement of the Field Service Organization in alignment with business unit strategic objectives. • Provides lead and hands-on onsite support for troubleshooting and issue resolution on behalf of assigned clients as needed. • Coordinates with internal NK teams to ensure the successful completion of support tasks and activities for assigned clients. • Effectively participates in and provides technical guidance to multiple complex patient monitoring teams. • Selects, manages, develops, and holds team members accountable to meet departmental deliverables and responsibilities, while completing all company people-management requirements and demonstrating strong 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.
Qualifications
Education / Certification / Experience Required
• Bachelor's degree in engineering or related discipline; relevant education and experience accepted in lieu of degree • Network certification (e.g., Cisco) preferred • Solutions Architect certification (e.g., AWS) a preferred
Experience
• 10+ years of experience in infrastructure and network design, network issue troubleshooting, and systems integrations • 5+ years of experience managing cross-technical teams • Client relationship management experience • Previous experience as a software engineer, service manager, or solutions architect preferred • Technical project management experience • Extensive experience in high-touch, customer-focused technical organizations
Competencies
• Strong technical knowledge of products and systems • Proficient with Microsoft Office suite, and other relevant programs pertaining to products • Strong analytical and problem-solving skills • Ability to make and commit to appropriate decisions promptly • Excellent verbal and written communication skills • Excellent planning and organizational skills • Excellent conflict management skills • Ability to work cohesively with various specialties including construction, IT, electrical, and similar • Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English • Ability to work effectively both independently and in a collaborative team environment
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.
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.