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Regional Technical Support Specialist
2 months ago
Long term Temp through 12/31/2024 with High possibility of conversion.
*Summary of Position*
The Regional Technical Support Specialist performs the technical, logistical, and administrative duties required to install and optimize Patient Care Devices at customer healthcare locations and assist in providing basic device operation training to local staff as needed. This position will setup and assist in sales demonstrations for hospitals and health systems administrative teams. This position is a high-level client facing position and will require good communication skills as it interfaces with program managers and hospital administrators. This position also requires software and hardware knowledge to ensure all initial installations of the full product is functional specific to the delivery timeline provided to clients. The Product Support Expert should possess and maintain a high level of industry standards and company specific business knowledge by remaining current with emerging product and technical updates. The Product Support Expert will play a key role in the achievement of team and department goals/OKRs.
\*\*Candidate for this role MUST be located in the Portland, OR area, with the ability to travel up to 75%.\*\*
*Essential Duties and Responsibilities*
* Support Revenue Targets (aligned with delivery schedules and assignments).
* Support hospital system clients located within a defined territory and occasionally across the US.
* Manage multiple device implementations concurrently.
* Serve as onsite and remote lead for installation and optimization of patient care devices and communicate expectations and requirements to onsite technical leads.
* Coordinate with our logistics team to ensure on-time delivery and setup of hardware.
* Coordinate with internal and external technical support and/or project management on any issue resolution regarding installs prior to device arrival and post installation.
* Follow implementation plans as outlined by Project Management Team and communicate any issues or variances, as required.
* Work with hospitals to configure firewalls / routers and diagnose networking issues.
* Perform clinical area connectivity optimization onsite and remotely.
* Ensure all equipment functions as designed upon closure of implementation project.
* Perform onsite repair of equipment when needed.
* Ensure all technical, clinical, and administrative contacts are documented for ongoing support.
* Adhere to all company policies, procedures, and business code of ethics.
* Drive completion of documentation for work instruction, installation case closure, deployment acceptance, and any other relevant information to effectively support revenue recognition and go-live objectives.
* Provide insight and feedback on system and program improvements.
* Ensure high quality clinical sessions and perform onsite troubleshooting when issues arise.
* Train physicians and hospital staff on device usage, common troubleshooting.
* The Implementation Engineer may also perform emergency repair services, as required.
* Adhere to all company policies, procedures, and business code of ethics.
* Other duties as assigned.
*SKILL REQUIREMENTS/PREFERENCES*
* Knowledge of support tools like Kaseya.
* Adheres to Service Level Agreements, ensuring proper handling of all issues.
* Experience working in healthcare organizations.
* Must demonstrate excellent oral and written English communication skills. Proficiency in a second language is highly desirable.
* Ability to operate in a high-risk clinical environment.
* Advanced Windows Operating system support.
* Ability to work with customer networking teams to review network requirements.
* Must have an advanced knowledge of wireless and networking protocols.
* Ability to abide by 3rd party Vendor credentialing requirements.
* 1 year of installation/support experience in healthcare organizations.
* Availability to travel 75%.
* Able to work remotely.
* Ability to occasionally lift heavy objects.
#INDHP
Job Type: Full-time
Pay: $35.00 - $40.00 per hour
Schedule:
* 8 hour shift
Experience:
* Networking and Firewall Configuration: 5 years (Preferred)
* Onsite Technical Support: 4 years (Preferred)
Willingness to travel:
* 75% (Required)
Work Location: In person