Senior Manager Service Engineering, Patient Monitoring

Nihon Kohden America•Irvine, CA

About The Position

The Senior Manager Service Engineering for Patient Monitoring leads Nihon Kohden America's service engineering function for connected patient monitoring platforms. The role drives system reliability, implementation standards, proactive monitoring, and support strategies across cloud-hosted, customer-hosted, and on-premises environments. Working with global R&D, product, engineering, and field teams, the Senior Manager establishes scalable support models, resolves systemic issues, and advances operational excellence to support the availability of mission-critical healthcare technologies. The position builds a service engineering function and command center capability to monitor connected systems, identify early warning signals, predict potential failures, and initiate proactive actions. It develops a connected support ecosystem for capturing and analyzing system health, performance, configuration, event, integration, and service data, and for coordinating monitoring workflows, metrics, escalations, and customer communications. The Senior Manager establishes implementation and support standards for server-based products and DHP environments, including readiness planning, configuration, validation, go-live support, hypercare, and transition to steady-state support. The role also governs patches, software and security updates, and configuration changes; leads support for integrations with hospital electronic medical record and related clinical systems; and serves as the senior technical and operational escalation leader for critical customer issues. It leads and develops team members and works with global partners to address root causes and drive product, software, service, and documentation improvements.

Requirements

Bachelor’s degree in information technology, computer science, engineering, healthcare technology, or a related discipline; relevant education and experience may be accepted in lieu of a degree.
12 or more 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 or more 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 or more 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.
Strategic leadership, including the ability to build a function, set priorities, and translate business needs into scalable operating plans.
Practical expertise in modern cloud and data center architecture, including virtualization, observability, monitoring, security, scalability, backup, disaster recovery, and high-availability design.
Ability to translate technical architecture needs into staffing plans, operating rhythms, service levels, risk controls, and measurable reliability outcomes.
Ability to create proactive support ecosystems that connect systems, collect operational data, analyze early risk signals, and drive timely action.
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 focused on root cause, permanent corrective actions, risk reduction, and preventing repeat issues.
Ability to influence global R&D 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 explaining complex technical issues, risks, decisions, and tradeoffs to non-technical audiences.
Customer-first mindset and ability to balance urgency, quality, compliance, cost, and long-term scalability.
Ability to communicate verbally and in writing and to receive and understand verbal and written instructions in English.
Ability to work effectively independently and in a collaborative team environment.
Able to perform duties in healthcare facilities and obtain necessary vendor credentialing.

Nice To Haves

Advanced degree.
Experience with AWS, Google Cloud, Microsoft Azure, or comparable enterprise cloud platforms.

Responsibilities

Build and lead the Service Engineering, Patient Monitoring function, accountable for server-based product implementation, reliability, patch validation, integration support, post-go-live support, and escalation governance.
Create and lead a command center that monitors connected patient monitoring systems, detects early warning signals, predicts potential failures, and initiates actions to prevent clinical downtime.
Design and implement a connected support ecosystem, 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.
Analyze trends, risk signals, failure patterns, recurring issues, patch risks, connectivity risks, and integration risks to improve reliability and service outcomes proactively.
Initiate service, engineering, and customer communication workflows before failures disrupt care, and develop the DHP support foundation into a scalable operating model.
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 in 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 IT teams.
Partner with NKC subsidiaries’ R&D organizations and global product and engineering teams to escalate systemic issues, validate root causes, prioritize corrective actions, eliminate recurring problems, and convert field learnings into 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 team members accountable for department deliverables and responsibilities.
Complete company people management requirements, exhibit manager competencies, and adhere to company policies, procedures, and business ethics codes.