Field Implementation Technician

Outcomes®; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Outcomes® is seeking a dedicated individual to serve as a primary customer contact for the installation and training of Pharmacy Management, Point of Sale, and TelePharm Systems. This role involves traveling to implement software and hardware, training pharmacy clients, and ensuring high customer satisfaction. Candidates should possess strong communication skills, at least 2 years of customer service experience preferably in healthcare, and be able to maintain professionalism under pressure. A valid driver's license is also required.

Qualifications

• Excellent communication skills with customers and team members.
• Positive and professional demeanor under stress.
• Strong work ethic and self-motivation.

Responsibilities

• Conduct remote and on-site system installation and training.
• Lead pre-installation calls to review processes and set expectations.
• Troubleshoot customer issues during implementation.

Skills

Verbal and written communication skills

Ability to remain positive under pressure

Problem-solving skills

Team-oriented mindset

Education

2 years of customer service experience

Preferably in healthcare

Job description

This position serves as a primary customer point of contact for the installation and training of Pharmacy Management, Point of Sale, and TelePharm Systems. You will work closely with the implementation, hardware, and project management teams to successfully onboard and train pharmacy clients. Key responsibilities include traveling on-site to implement software and hardware, and to train new or converted PMS, POS, and/or TelePharm customers during their onboarding. It is essential to represent the organization professionally, maintain patience, demonstrate a positive attitude, and possess strong skills in training and communicating with end users.

KEY RESPONSIBILITIES

• Conduct remote and on-site system installation and deliver software and hardware training to customers
• Lead pre-installation calls with customers to review processes, set expectations, and address customer questions
• Gather and verify all required information prior to go-live, coordinating pre-installation conference calls and communicating with the Project Manager as needed
• Perform basic computer setup, configuration, and networking
• Troubleshoot issues to determine whether networks, workstations, or peripheral hardware are responding correctly to the program’s instructions
• Serve as a responsive point of contact for Outcomes customers during the implementation process
• Multi-task, prioritize, and manage multiple projects efficiently
• Ensure all required documentation is completed and submitted on time throughout the implementation process
• Prepare and submit accurate expense reports promptly
• Assist in documenting and maintaining SOPs at the manager’s discretion
• Participate in occasional internal project work as assigned by the manager
• Perform additional tasks as needed based on specific installation or training requirements

KNOWLEDGE & REQUIREMENTS

• Excellent verbal and written communication skills, with the ability to work effectively with both customers and team members
• Ability to remain positive, calm, and professional under pressure or in stressful situations
• Strong, approachable presence with a willingness to assist others
• Demonstrated strong work ethic and self motivation
• Proven problem-solving skills, including the ability to analyze situations, think critically, and develop effective solutions
• Ability to visualize complex issues, think abstractly, and identify resolutions
• Team-oriented mindset with a collaborative approach
• Valid driver’s license with a clean driving record

EDUCATION & EXPERIENCE REQUIREMENTS

Minimum of 2 years of customer service experience, preferably in the healthcare field