Clinical And Technical Support Specialist

BASED IN
- Charlotte, NC, USA (not WFH eligible) Overview

Compumedics Limited (ASX: CMP) is a world‑leading medical device/technology company involved in the development, manufacture and commercialization of innovative diagnostics and monitoring technology for the sleep, brain and ultrasonic blood‑flow (Trans Cranial Doppler) applications. The Company owns US based Neuroscan and Germany based DWL Elektronishe GmbH. In conjunction with these two subsidiaries, Compumedics has a broad international reach, including Australia; the Americas and Asia Pacific;
Europe and the Middle East.

Compumedics is currently searching for a Clinical Application Support Analyst based in Charlotte, North Carolina to join our Global Support Team. Reporting to the U.S. Service Manager, the Clinical Application Support Analyst is responsible for managing customer support issues to successful and satisfactory resolution; triage and troubleshoot customer issues; report defects to Product Management; and contribute to knowledge base.

• Responsible for providing 1st Tier Global Call Centre Support to our rapidly growing Global customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies.
• Supporting Compumedics / Neuroscan Customers performing clinical and research, EEGs, and ERPs recordings and analysis on subjects and patients of all ages (infant to geriatric)
• Supporting Customers on hooking patients up with electrodes/monitoring equipment needed to record a PSG-EEG-LTM-ICU Monitoring Testing
• Support Customers in a Level 4 Epilepsy Center with Grids, Strips, Stereo EEG, and Cortical Stimulation
• Supporting Compumedics Customers performing PSG, MSLT/MWT, HST, and PAP titrations on patients of all ages (infant to geriatric)
• Supporting Customer Scoring PSG Studies and EEG Editing
• Configuring Custom Reports using MSWORD and Compumedics Configurations
• Taking ownership of technical issues, and working with our Escalation group to resolve more advanced issues when necessary
• Documenting troubleshooting and problem resolution steps
• Providing in-depth support of products distributed by Compumedics, Inc. Performing remote session problem
  -solving and remote software installations.
• Serving as a facilitator among internal departments, including Software, Engineering, Production, Finance, Shipping and Sales to varying extents on support related issues.
• Must have a temperament suitable for direct interaction with the users under what can be demanding conditions. This includes a friendly comportment, considerable patience, a high toleration for frustration, and the flexibility to switch attention quickly from one task to another.

Travel up to 10% (Local to Charlotte)

• Required to Travel within the United States
• Required to have valid Driver’s License
• Required to have a dependable vehicle
• Required to have a credit card to hold 30 days of Expenses

• Required 2 Year College Diploma or Equivalent work experience in related area such as IT or medicine/biology.
• Prefer: 4 Year Degree
• Prefer Registry by the American Board of Registered Electro Neurodiagnostic Technologists (R.EEGT, CLTM, CNIM, NIOM) or Registered Polysomnography Technologist Certification (RPSGT).
• Microsoft Certification:
  CompTIA A+, CompTIA Networking+, Server+, Security+, Cyber Security+ Certification. (Preferred)

• 3 + years Technical Phone and Customer service experience with troubleshooting and resolving Technical Issues.
• 3+ years of Clinical PSG and/or EEG (Sleep Laboratory, Routine EEG, Epilepsy Long Term Monitoring, Level 4 Epilepsy Monitoring)
• Knowledge of Compumedics PSG/EEG/CURRY Software desired
• Applicants should have proficiency in Clinical EEG, Epilepsy Monitoring (LTM) and/or polysomnography.
• Applicants should have a well‑rounded clinical background with an interest in teaching and troubleshooting modalities.
• Intermediate understanding of Microsoft Office products;
  Outlook, Excel and PowerPoint and Word are required.
• 3+ years working knowledge of Microsoft Operating Systems, Windows 10, Windows 11, MS Office…