The Senior Manager Service Engineering for Patient Monitoring leads the development and operation of Nihon Kohden America's service engineering function for connected patient monitoring platforms. This role is responsible for driving system reliability, implementation standards, proactive monitoring, and support strategies across cloud-hosted, customer-hosted, and on-premises environments. Working closely with global R&D, product, engineering, and field teams, the Senior Manager establishes scalable support models, resolves systemic issues, and advances operational excellence to ensure high availability of mission-critical healthcare technologies.
Essential Functions and Main Duties - Build and lead the Service Engineering, Patient Monitoring function, with accountability for server-based product implementation, reliability, patch validation, integration support, post-go-live support, and escalation governance.
- Create and lead a command center capability that monitors connected patient monitoring systems, detects early warning signals, predicts potential failures, and initiates proactive actions to prevent clinical downtime.
- Design and implement a connected support ecosystem using the framework: Design. Connect. Collect. Analyze. Act., while defining monitoring workflows, metrics, escalation models, customer communication processes, and command center operating rhythms.
- Bring cloud-hosted, on-premises, and customer-hosted environments into a monitored support ecosystem by capturing health, performance, configuration, event, integration, and service data needed to identify risks before customer impact.
- Analyze trends, risk signals, failure patterns, recurring issues, patch risks, connectivity risks, and integration risks to proactively improve system reliability and service outcomes.
- Initiate service, engineering, and customer communication workflows before failures disrupt care and translate the DHP support foundation into a scalable operating model supporting future deployments, installed-base growth, and diverse hosting environments.
- Create and maintain engineering tools, checklists, runbooks, validation protocols, test plans, troubleshooting guides, deployment standards, and support playbooks for patient monitoring servers and DHP environments.
- Lead implementation standards for server-based products, including planning, configuration, environment readiness, validation, go-live support, hypercare, and transition to steady-state support.
- Establish governance for server patches, software updates, security updates, and configuration changes prior to release into customer environments through partnership with Quality, Product, Engineering, and field teams.
- Lead support strategy for integrations with hospital electronic medical record systems and related clinical systems, including data-flow troubleshooting, interface validation, escalation management, and coordination with customer information technology teams.
- Partner directly with NKC subsidiaries• R&D organizations and global product and engineering teams to escalate systemic issues, validate root causes, prioritize corrective actions, drive closed-loop problem elimination, and convert field learnings into product, software, service, and documentation improvements.
- Serve as the senior technical and operational escalation leader for critical customer issues involving applications, servers, network communications, integrations, cloud-hosted services, and data-flow performance.
- Select, manage, develop, and hold accountable team members to meet department deliverables and responsibilities. Complete company people management requirements. Exhibit 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 information technology, computer science, engineering, healthcare technology, or related discipline required; advanced degree preferred; relevant education and experience accepted in lieu of degree.
- 12+ years of relevant technical experience in cloud infrastructure, large-scale data centers, platform operations, site reliability, infrastructure engineering, healthcare technology, connected systems, or enterprise software environments.
- 5+ years of hands-on experience designing, building, implementing, or operating large-scale cloud, data center, hosted platform, or high-availability environments.
- Leadership experience in cloud infrastructure, data center operations, platform operations, site reliability, infrastructure engineering, or similar technical functions.
- 3+ years of experience leading technical teams, setting priorities, managing delivery, coaching technical staff, and driving operating results.
- Experience leading a technical function, service engineering group, systems engineering team, implementation team, platform operations team, or customer-facing technical support organization.
- Experience implementing, supporting, validating, or troubleshooting server products, cloud-hosted platforms, or connected systems in hospital or regulated enterprise environments.
- Experience with AWS, Google Cloud, Microsoft Azure, or comparable enterprise cloud platforms preferred.
- Level and compensation depend on location, experience, education and skills
Competencies Required - Strategic leadership with the ability to build a new function, set priorities, and translate business needs into scalable operating plans.
- Deep practical expertise in modern cloud and data center architecture, including virtualization, observability, monitoring, security, scalability, backup, disaster recovery, and high-availability design.
- Ability to lead cloud infrastructure teams by translating technical architecture needs into staffing plans, operating rhythms, service levels, risk controls, and measurable reliability outcomes.
- Ability to create a proactive support ecosystem that connects systems, collects meaningful operational data, analyzes early risk signals, and drives timely action before failures affect clinical operations.
- Strong people leadership, coaching, accountability, talent development, and change management skills.
- Ability to establish governance, decision rights, metrics, operating reviews, and standard work across cross-functional teams.
- Ability to build practical engineering tools, validation methods, runbooks, escalation playbooks, and repeatable support processes.
- Strong problem-solving skills with a focus on root cause, permanent corrective actions, risk reduction, and prevention of repeat issues.
- Ability to influence global research and development partners, translate customer downtime impact into engineering priorities, and follow through until corrective actions are implemented and verified.
- Executive-level written and verbal communication skills, including the ability to explain complex technical issues, risks, decisions, and tradeoffs to non-technical audiences.
- Customer-first mindset with the ability to balance urgency, quality, compliance, cost, and long-term scalability.
- Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.
- Able to work effectively both independently and in a collaborative team environment.
Compensation The anticipated range for this position is $120,000 - $160,000. 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.
Working Conditions Schedule: The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday• Friday, unless otherwise stated by the department manager. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion.
Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 35 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision. More specific details may be provided as needed or requested. Reasonable accommodation may be requested by contacting Human Resources.
Travel: Approximately 25%
Access to Customer Sites: It is an essential function of this position to perform duties in healthcare facilities, and to achieve the necessary vendor credentialing. As part of this process, it is typically required to provide proof of vaccinations (including for COVID), and related personal medical information, and to comply with other criteria as needed to be able to work at customer sites. Typical vendor credentialing expenses will be paid/reimbursed by the Company.
