Clinical Application Support Specialist

Posted on May 27, 2024

Clinical Application Support Specialist

BASED IN- Charlotte, NC, USA



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.


Job Summary:

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.


Essential Duties and Responsibilities:                                                                            

  • 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 Requirements: Travel up to 25%

  • 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


Education Requirements: 

  • 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)


Experience Requirement:

  • 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 7, Windows 10, MS Office Products, and General Desktop Support Issue


Other Requirements:

  • Must hold a valid driver’s license and have a driving record showing less than three moving violations in the previous three years.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.


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-19), 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.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is (sometimes, regularly, frequently) required to:

  • Sit, walk, stand
  • Use hands to finger, handle or feel objects, tools or controls
  • Reach with hands and arms
  • Climb or balance
  • Stoop, kneel, crouch or crawl
  • Talk or hear

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus.

  • The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
  • Specific vision abilities required by this job include (close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus).


Job Type: Full Time

Pay: From USD $50,000.00 per year


Compumedics, USA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national origin, sex, age, disability, genetics, marital status, sexual orientation, gender identity, protected veteran status or citizenship status.

Why work for Compumedics?

Compumedics is a global leader in the design and manufacture of innovative diagnostic technologies for sleep disorders, neurophysiology and cardiology since 1987.

Compumedics is committed to developing a world class working environment that rewards individuals for the contributions they, and their teams make to the business each year. Compumedics is proud of the diversity of its people, and continues to develop its people infrastructure under the guidance of the Senior Management Team and the Board.


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