As a Neurology Clinical Applications Specialist (NCAS) you will provide professional Clinical Applications Training and customer support. Interface with but not limited to NK Sales, Service, Support, IT and Project Managers to effectively implement Nihon Kohden Systems into customer sites.
This includes pre and post-sales. Manage time wisely and efficiently and to accomplish assignments in established timeframes. Present a professional image with above-average customer service skills.
Provide after-hour and weekend support calls on a 5 6 week rotation. Using remote desktop software is required to train and troubleshoot applications.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1.Customer pre on-site preparations
a. Make travel arrangements according to company policies and for completing and submitting required program documentation as directed.
b. Fully read the pre-site and sales order in order to fully understand the scope of the project.
c. Contact the customer with the times of your arrival and departure.
Make sure the customer fully understands the scope of the installation, configuration and entire training schedule. Obtain a list of people that need training and what type of training will be required. Obtain all necessary protocol settings (montages, photic frequencies, annotations, medications and filter settings, etc.) and a good understanding of their current workflow.
Get accessory and 3rd party vendor equipment list. Get appropriate on-site contacts (Bio-med, IT contacts etc.) Send a follow-up e-mail to the customer to recap the call.
d. Verify any vendor credentialing required and where to check in, if needed
a. Check in with customer or vendor credentialing kiosk
b. Explain training and service report documentation.
c. Fill in the pre-site configuration information as you go.
d. Make sure the customer is taking notes and understands the training. Actively test knowledge of ongoing training.
e. Ensure customer is comfortable with the system.
f. Make sure all paperwork is signed by the customer before you depart
g. Offer follow-up Webinar training
h. Make sure your work area is cleaned up
i. Provide the customer with support methods, phone number and Webex support shortcuts
j. Show where the electronic QRGs and Educational documentation is.
k. Back-up of completed system configuration
3.Following your on-site visit by 8PM CST Sunday Evening following the final day on-site:
a. Type up a wrap up email to be send to all relevant NK representatives
b. Submit Paperwork to include CSS Flowsheet, Training Acknowledgement and Service report
c. File your electronic expense report once all receipts are processes
4.Maintaining Educational Competency
a. Must complete all company training documents
b. Remain clinically knowledgeable and competent for maintaining licensure.
c. Complete ongoing application training and competency testing
1.Work performance will be measured off of a Behavior Based and Mixed Standard Scale (biannual evaluation) and feedback from various sources including accounts, co-workers, and other NK departments.
2.Fostering an organization wide commitment to quality assurance and performance improvement both verbally and non-verbally (i.e. via actions and attitude).
3.Required submitted documentation will be measured continually for timeliness, accuracy and depth of detail
EDUCATION/CERTIFICATION: Associate degree is highly desirable. Must be Board registered in one of the following disciplinaries and highly desirable to be registered in two or more of the following.
REQUIRED KNOWLEDGE: MUST BE ABLE TO PERFORM ONE OR MORE OF THE FOLLOWING PROCEDURES
Electroencephalography (EEG), preferred to have some Epilepsy monitoring experience as well.
EXPERIENCE REQUIRED: Minimum of three years experience
SKILLS/ABILITIES: Ability to read, analyze and interpret equipment manuals, general business periodicals or professional journals; the ability to write reports and business correspondence; the ability to effectively present information in one-on-one and group situations to customers and other employees of the organization.
Ability to effectively use technology to present information to customers. Working knowledge of Windows PCs, proficiency in Microsoft Outlook email applications, Word, Excel, and PowerPoint Office programs. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
TRAVEL: Frequent domestic and occasional international travel (80-90%)
SPEAKING: Able to speak and present information to groups of various sizes, as well as one on one teaching.
PHYSICAL: Able to carry and move up to 25 pounds on a frequent basis.
Ability to be on feet up to 16 hours a day with frequent use of hands, arms and fingers for pushing, pulling and manipulation of tools, controls or objects. Must be able to safely and legally operate an automobile. Visual acuity and accurate color vision are required.
As a requirement for this position, you may be required to go onsite to a medical facility. At that time, you must complete the vendor credentialing process at the expense of Nihon Kohden which requires lab tests providing proof of immunity to common childhood illness (Measles, Mumps, Rubella, Hepatitis B and Varicella) as well as have a current TB certificate and Flu shot. All field-based employees are expected to complete this lab work prior to visiting a medical facility.