Kevin Murray Email & Phone Number

Installation and training of Nihon Kohden's Neuro product line.

Muncy, Pennsylvania, United States

• Direct a staff of 5 technical support specialists responsible for SQL setup, installation, and support for sleep product lines with up to 17 individual products
• Lead support and training efforts for a diverse customer base, including large health systems, universities, physician offices, and sleep labs
• Manage installation projects with budgets of ~$20K each and timelines ranging from 1 to 6 months
• Monitor KPIs for multiple teams, including total calls, hold times, abandoned calls, average call times, customer surveys, to inform staffing decisions and training needs
• Collaborate with IT, field service, and engineering teams to resolve issues such as software bugs, network connectivity, SQL database issues, user profiles restrictions, firewalls, and cybersecurity
• Provide suggestions for product features and enhancements based on customer feedback

• Diagnosed and resolved issues arising for customers during patient procedures using assigned sleep products, providing support for up to 4 products at a given time
• Supported sleep technicians during procedures by providing real-time training and issue resolution
• Trained new staff hires and assisted with troubleshooting more complex equipment issues
• Created technical bulletins for both internal and external use

• Installed new medical equipment at hospitals and sleep facilities
• Developed the training curriculum and assessment testing and scheduled and conducted training for 5 different sleep products with physicians and sleep technicians in one-on-one and small group settings
• Assisted technical support with onsite diagnostics
• Served as a resource to senior leadership regarding the development of processes and procedures based on hands-on installation, training, support, and troubleshooting experience
• Performed onsite troubleshooting, reporting data and error logs to engineering and technical support teams to identify systemic issues and prevent reoccurrence

• Oversaw the setup of 2 new sleep diagnostics facilities with 2 beds and an exam room each, including site design and staffing
• Ordered and installed all equipment with a total purchasing budget of $80K
• Trained all staff on the equipment and procedures for both locations
• Developed emergency protocols for the offsite locations
• Managed a major software upgrade without specialized resources that would have added 2 months to the launch timeline

• Managed the Sleep Disorders Center, EEG Department, and Pain Management departments, as well as a physician’s practice
• Supervised a staff of 15, including hiring, training, scheduling, and performance management
• Developed and managed budgets for each department, ranging from $850K to $1M
• Established and monitored performance metrics regarding patient health and departmental finances
• Led a project to expand the sleep lab from 2 beds to 3, including remodeling and staffing
• Planned the implementation of a mobile 2-bed to be used in small rural hospitals, which utilized the same mobile connection sites as mobile mammography and lithotripsy services