A&D (which stands for Analog & Digital) which was founded in Japan in 1977 by a group of 13 engineers led by Hikaru Furukawa. The company began by manufacturing and distributing analog-to-digital converters and multimeters. In 1982 the company entered the electronic balance marketplace by acquiring a Japanese scale and balance company.

A&D expanded into the medical business in 1987 by partnering with Takeda Medical, a leading manufacturer of blood pressure monitors. A&D's technology in analog and digital conversion and sensors has enabled the company to become a leading provider of blood pressure monitors to both the professional and consumer markets.

Through other key acquisitions, today A&D has also become a major manufacturer of measurement and control equipment, contributing to the development of industry and healthy living. A&D is a global corporation with distribution, sales, and marketing around the world, and manufacturing in Japan, China, Australia and Korea.

A&D is located in San Jose, California and directly serves the North, South and Central American markets.


A&D Engineering, Inc

About Us


We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. We commit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more.




Summary:
 We are seeking an experienced, bilingual (Canadian French & English) technical support specialist skilled in troubleshooting RPM platforms, digital health tools, SaaS applications, and connected medical devices. The role requires independent management of complex cases, strong analytical ability, and clear communication to support enterprise healthcare clients and drive successful telehealth adoption.
 
Key Responsibilities: 
Technical & Application Support

 Serve as primary contact for complex support issues across RPM platforms, mobile apps, portals, and medical devices.
 Troubleshoot mobile app performance, device connectivity, data transmission, user access, workflows, and reporting/alert behaviors.

Customer Communication & Case Management

 Provide empathetic, clear support in French and English.
 Independently resolve escalated cases.

RPM Workflow Expertise

 Support patient enrollment, device configuration, monitoring workflows, and proper escalation of clinical vs. technical issues.

Cross‑Functional Collaboration

 Identify trends, escalate issues to product/engineering teams.
 Contribute to process and tool improvements.

Required Skills & Experience

 Bilingual French/English.
 4+ years customer support with 2+ years technical/healthcare tech.
 Troubleshooting across mobile, web, and integrated device ecosystems.
 CRM/ticketing systems, Excel, communication tools.
 Strong analytical problem‑solving, detail‑oriented, independent.

Preferred Background

 Bachelor's degree or equivalent.
 Familiarity with telehealth, medical devices, healthcare SaaS, HL7/FHIR, APIs.
 Experience with enterprise clinical support.
 Remote support experience.

Key Competencies

 Advanced technical problem‑solving
 Strong escalation handling
 High emotional intelligence
 Detail‑driven and process‑focused
 Balances empathy with technical precision

Why This Role Stands Out 
Ideal for someone with deep healthcare tech and RPM knowledge, confidence handling complex issues, and passion for improving telehealth and patient outcomes.
 Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Sr Customer Service Product Support Specialist (Technical / RPM)

What the job involves