IT Service Delivery Specialist – EMEA/AP

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Cadwell

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1979

🔧 Hardware

☁️ SaaS

🤝 B2B

Hardware • SaaS • B2B

<Cadwell> is a medical technology company that designs, manufactures, and supports neurodiagnostic, intraoperative neuromonitoring, and sleep diagnostic hardware and software. It provides EEG, EMG, nerve conduction, evoked potentials, neuromuscular ultrasound, IONM, polysomnography and home sleep apnea testing systems, clinical software (Sierra, Arc), cloud data management (CadLink), consumable electrodes and accessories, plus training, education, and technical support for healthcare providers.

📋 Description

• Deliver Tier 2 technical support for international distributors and domestic customers, troubleshooting and resolving complex IT issues related to networking, databases, storage, software, and HL7. • Partner with Cadwell's international distributors to advise on IT infrastructure design and requirements for Cadwell software deployments as related to tender responses. • Partner with Cadwell's after-hours support staff to ensure priority clinical support for international distributors with active service contracts. • Serve as a technical resource for Cadwell's international distributors throughout the support lifecycle, advising on and executing software upgrades, server migrations, and related infrastructure activities. • Ensure IT systems and processes comply with international data privacy and security regulations (e.g., GDPR, APPI, or local equivalents); advise distributors on compliance best practices. • Recommend and support region-specific disaster recovery plans and backup solutions to address local risks. • Deliver training and workshops for distributors to increase system familiarity and operational effectiveness.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. • 4+ years of experience in IT infrastructure support. • Experience in international IT support or a customer-facing technical role preferred. • 2+ years of support within a healthcare environment preferred. • Familiarity with virtualization technologies such as VMware, Hyper-V, or Citrix is preferred. • Familiarity with international compliance standards such as GDPR or HIPAA is preferred. • Ability to communicate complex technical concepts clearly and concisely across diverse audiences — technical and non-technical, domestic and international — adapting approach for language and cultural context. • Ability to troubleshoot and resolve complex IT issues under pressure while maintaining a professional demeanor with distributors and customers. • Ability to work both independently and as an effective team member, exhibiting Cadwell's core values of integrity, initiative, accountability, commitment to excellence, and service to others.

🏖️ Benefits

• This position is scheduled to an overnight shift to align with daytime business hours for EMEA and Asia Pacific distributors while supporting after-hours coverage for domestic customers (e.g., approximately 10:00 PM – 7:00 AM CT). • Reliable high-speed internet required. • Travel internationally up to 30% with flexibility for short-notice trips; must be able to obtain necessary travel documents. • Extensive use of a computer will be required. • Positions working with Cadwell equipment generally may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, and occasional lifting and carrying up to 50 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision, and 2-way written/verbal communication.