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Senior Technical Account Executive

2 months 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 service perspective following installation. The STAE serves as the primary contact for a key client and their associated sites, addressing both ongoing support and issue resolution.

Acting as a liaison, the STAE connects the client with internal teams at Nihon Kohden for any technical issues, leveraging their expertise in Nihon Kohden products. This role demands a profound technical understanding of the products and their integration with client IT systems. In instances of client issues, the STAE takes charge of hands-on troubleshooting and orchestrates the resolution process by collaborating with relevant internal support and engineering teams.

This position is designed to foster a proactive relationship, ensuring that the assigned client account is actively managed and improved. The STAE collaborates closely with sales account executives and other team members, representing the technical service aspect of the organization.

The STAE will support the account executive in conducting quarterly business reviews with client representatives to assess past activities and reported issues, utilizing this feedback to enhance the overall client experience and satisfaction. Typically, a STAE is assigned to a specific strategic client or, at the discretion of leadership, to other clients as needed.

Key Responsibilities

  • Act as the main point of contact for assigned accounts, focusing on service-oriented technical representation.
  • Proactively oversee the client relationship to ensure satisfaction with services and support delivery.
  • Lead on-site support efforts for troubleshooting and resolving issues for the assigned client.
  • Coordinate with internal teams to ensure effective completion of support tasks related to reported issues.
  • Provide technical guidance and support to complex patient monitoring teams.
  • Comply with all company policies, procedures, and ethical standards.
  • Responsibilities may be adjusted based on business needs.

Qualifications

  • Bachelor's degree in engineering or a related field; relevant experience may substitute for formal education.
  • Preferred certifications in networking (e.g., Cisco) and solutions architecture (e.g., AWS).
  • Minimum of 5 years' experience in networking, network design, and troubleshooting.
  • Experience in enterprise software development and client relationship management.
  • Service project management experience is advantageous.
  • Prior roles as a software engineer, service manager, or solutions architect are preferred.
  • Extensive experience in a customer-focused technical environment.
  • Compensation is determined by location, experience, education, and skills.

Required Skills

  • In-depth technical knowledge of products and systems.
  • Proficient in Microsoft Office and other relevant software.
  • Strong analytical and problem-solving abilities.
  • Capacity to make timely and informed decisions.
  • Exceptional verbal and written communication skills.
  • Excellent organizational and planning capabilities.
  • Strong conflict resolution skills.
  • Able to collaborate effectively with various specialties, including IT and electrical.
  • Must be proficient in English for communication and instruction.
  • Ability to work independently and as part of a team.

Compensation

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

Benefits

For more information on benefits and working at Nihon Kohden, please visit our Career page.

Work Environment

Schedule: This full-time position typically operates from 8:00 a.m. to 5:00 p.m., Monday through Friday, though hours may vary based on departmental needs.

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

Travel: The position requires approximately 80% travel.

Client Access: This role necessitates working in healthcare facilities, which may require vendor credentialing and proof of vaccinations.