Senior Technical Account Executive

2 weeks ago

San Diego, California, United States Nihon Kohden Full time
Job Overview

The Senior Technical Account Executive (STAE) is responsible for managing a designated client relationship from a technical services standpoint following installation. The STAE serves as the primary contact for a key client and their associated sites, addressing both ongoing support and issue resolution.

As a liaison between the client and Nihon Kohden's internal teams, the STAE acts as a technical expert on Nihon Kohden products. This role demands a profound technical understanding of these products and their integration with the client's IT and information systems. In instances of client issues, the STAE is tasked with hands-on troubleshooting and orchestrating the resolution process by collaborating with the relevant internal support and engineering teams.

This position is designed to foster proactive enhancements and maintain a well-managed relationship with the assigned client account. The STAE will collaborate closely with sales representatives and other team members, serving as the technical service representative.

The STAE will also support the account executive in conducting quarterly business reviews with client representatives to assess previous activities and reported issues, utilizing this information to enhance the overall client experience, relationship, and satisfaction. Typically, a STAE is assigned to a specific strategic client or, at the discretion of leadership, to other clients for various reasons.

Key Responsibilities

  • Act as the main point of contact for assigned accounts, focusing on service-oriented technical representation.
  • Proactively oversee the client relationship from a service and support delivery perspective, ensuring client satisfaction.
  • Lead and provide hands-on support for troubleshooting and resolving issues for the assigned client.
  • Coordinate with internal Nihon Kohden teams to ensure the successful execution of support tasks related to reported issues.
  • Effectively engage and provide technical guidance to multiple complex patient monitoring teams.
  • Comply with all company policies, procedures, and ethical standards.
  • Responsibilities may be adjusted or assigned based on business needs.

Qualifications

Education / Certification / Experience Required

  • Bachelor's degree in engineering or a related field; relevant education and experience may be accepted in lieu of a degree.
  • Preferred network certification (e.g., Cisco).
  • Preferred Solutions Architect certification (e.g., AWS).
  • Minimum of 5 years of experience in networking, network design, and troubleshooting.
  • Experience in enterprise software development.
  • Background in client relationship management.
  • Experience in service project management.
  • Prior experience as a software engineer, service manager, or solutions architect is preferred.
  • A significant level of experience in a customer-focused technical organization.
  • Compensation and level will vary based on location, experience, education, and skills.

Required Competencies

  • Strong technical knowledge of products and systems.
  • Proficient in Microsoft Office suite and other relevant software.
  • Excellent analytical and problem-solving abilities.
  • Ability to make timely and appropriate decisions.
  • Outstanding verbal and written communication skills.
  • Exceptional planning and organizational capabilities.
  • Strong conflict management skills.
  • Ability to collaborate effectively with various specialties, including IT and electrical.
  • Must be able to communicate effectively in English, both verbally and in writing.
  • Able to work independently and collaboratively within a team environment.

Compensation

The anticipated salary range for this position is $96,000 to $142,000, with actual placement depending on various factors, including skills, education, experience, and location.

Perks and Benefits

For more information on perks and benefits, please visit our Career page.

Working Conditions

Schedule: This full-time position typically operates from 8:00 a.m. to 5:00 p.m., Monday through Friday, unless otherwise directed by management. Flexibility for holiday, weekend, and evening hours may be required based on organizational needs.

Physical Requirements: The role may involve some physical activities such as reaching, bending, lifting up to 20 pounds, and other movements as necessary.

Travel: Approximately 80% travel is expected.

Location: Candidates must be local to the designated area.

Access to Customer Sites: This position requires performing duties in healthcare facilities, necessitating vendor credentialing, which may include proof of vaccinations and compliance with other criteria.

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