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Senior Field Service Technician for Senior Living Solutions
2 months ago
Connect America, along with its esteemed brands such as Lifeline, has been dedicated to empowering aging individuals and vulnerable populations to live securely and autonomously in their residences for over four decades. As the largest independent provider of connected care in North America, we offer an expanding array of innovative technologies that effectively connect healthcare providers, individuals, and their caregivers. Our user-friendly solutions promote health and safety, leading to improved quality of life, timely interventions, reduced hospital visits, and peace of mind for approximately 10 million individuals annually. Together, we are fostering independence and transforming the global home healthcare landscape.
Recognized as one of Philly Happening's Best Places to Work, Connect America boasts an award-winning customer service team that has received accolades such as the Best Service Award from Today's Caregiver. Additionally, our healthcare division was acknowledged as a Top Ten Home Healthcare Solutions Provider in consecutive years.
At Connect America, we prioritize ethical and respectful treatment of all customers and team members, cultivating relationships founded on trust. We collaborate as supportive team members to develop customer solutions. If you are a committed and compassionate team player, consider joining an organization that positively impacts the lives of those we serve.
This role is part of the Lifeline Senior Living division, which enhances community experiences by utilizing cutting-edge solutions to optimize operations, improve resident responses, and future-proof communities.
Role Overview
The Field Operations Specialist is responsible for delivering services and support to Lifeline Senior Living clients, vendors, and contractors regarding all Lifeline products and accessories. This position also serves as the on-site Project Lead for Field Operation activities, encompassing pre-site visits, installations, training, and post-installation follow-ups.
Key Responsibilities
- Execute installations, repairs, and servicing of low voltage systems, including Emergency Call, Access Control, Wander Management, and Structured Wiring.
- Assist the Sales and Project Coordination Team with site surveys and system designs.
- Provide on-site training and demonstrations for end-users and system administration training for both internal and external customers on Lifeline Senior Living Solutions Products.
- Identify, recommend, and coordinate the implementation of operational enhancements.
- Compile weekly and monthly reports, along with special projects as requested.
- Generate standard statistical reports concerning performance metrics, installation speed, and equipment compliance for the management team.
- Offer second-level support to staff during escalated calls.
- Contribute to user training manuals, procedures, and specifications.
- High School diploma required; some college experience preferred.
- A minimum of 2 years of experience in a customer service environment.
- At least 2 years of experience in a technical setting.
- Minimum of 2 years of experience in low voltage wiring and system installation.
- Strong customer service philosophy, evident through interactions with employees and clients.
- Ability to manage installations in alignment with the company's strategic goals.
- Effective planning, organization, and time management skills.
- Excellent interpersonal skills, with a focus on listening and sensitivity to others.
- Proven ability to manage stress effectively and assist others in coping with stress.
- Strong analytical skills and a creative approach to problem-solving.
- High level of professionalism and integrity.
- Commitment to teamwork.
- Willingness to travel up to 95% (air/auto).
- Dexterity to install hardware.
- Ability to lift up to 50 pounds.
- Capability to climb stairs and ladders.
