Senior Manager Service Engineering, Patient Monitoring

Senior Manager Service Engineering For Patient Monitoring

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.

• 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.

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,…