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• Assist with product testing• Review and maintain a library of knowledge-based articles for internal and external use• Document all correspondences, disseminate pertinent information, and follow complaint handling protocols• Adjust staffing for 24-hour coverage with pager and weekend call• Set goals for staff and follow-up to make sure they are working to achieve those goals• Conduct employee performance reviews

• 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• Managed the consolidation of 2 EEG departments in different hospitals• Reviewed existing processes for the physician’s practice and developed improvements that brought the practice into profitability, including adjusting patient scheduling and offering an in-demand procedure not offered anywhere nearby• Assisted the physician in gaining FDA approval to perform the new procedure, including arranging all required training for staff, purchasing the appropriate equipment, negotiating with insurance companies, writing all relevant policies and procedures, and completing all required paperwork • Balanced safety precautions, such as fire alarms, with procedural issues, such as keeping patients asleep during a study or sleep clinic