Field Operations Specialist

Connect America; Garden City (KS); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading connected care provider is seeking a Senior Living Field Service Technician to install, maintain, and repair nurse call systems in senior living facilities. The ideal candidate has at least 2 years of field service experience in a technical setting and a strong customer service orientation. This role requires excellent problem-solving skills and the ability to travel extensively. Join a team dedicated to enhancing care for individuals at home.

Qualifications

• Minimum of 2 years experience in field service in a technical environment.
• Experience with low voltage wiring and system installations is preferred.

Responsibilities

• Install and configure nurse call systems and ensure operational quality.
• Perform routine maintenance and repairs on technical systems.
• Provide on-site support and training to facility staff.
• Maintain accurate records of all service activities.
• Adhere to all safety regulations and industry standards.

Skills

Customer service philosophy

Planning and organization

Interpersonal skills

Analytical skills

Problem-solving

Teamwork ethics

Education

High School diploma

Technical degree or certification

Job description

About the Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

This position is within the Lifeline Senior Living division https://www.lifeline.com/business/senior-living/. Lifeline Senior Living enables a better community experience by leveraging state-of-the-art solutions to optimize your operations, improve resident response and future-proof your community.

Purpose

As a Senior Living Field Service Technician you will be responsible for the installation, maintenance, and repair of nurse call systems in senior living facilities. You will work directly with facility staff, ensuring that all systems function efficiently and effectively, and providing solutions to any issues that arise.

Key Responsibilities

• Installation and Setup: Install and configure Lifeline Senior Living emergency nurse call systems, access control, wander management systems, and structured wiring according to technical specifications and client requirements. Ensure systems are operational and meet quality standards before handing over to clients.
• Maintenance and Repairs: Perform routine maintenance and repairs on Lifeline Senior Living nurse call systems, including troubleshooting and resolving technical issues promptly. Replace faulty components as needed. Provide Tier II support to staff during escalated calls.
• Sales Support: Provide support for the sales and project management teams on site surveys and system designs.
• Customer Support: Provide on-site support to facility staff, completing on-site training/demonstration and guidance on the use of nurse call systems. Address and resolve any customer inquiries or concerns in a professional and courteous manner.
• Documentation: Maintain accurate records of installations, service calls, and site visits including detailed descriptions of issues encountered, solutions provided, and any parts or equipment used. Complete and submit service reports in a timely manner. Prepare standard statistical reporting regarding performance metrics, speed to install, and equipment compliance for management team.
• Compliance: Adhere to all safety regulations and industry standards during installation and maintenance. Ensure that all work is performed in compliance with relevant regulations and protocols.
• Collaboration: Work closely with the engineering and customer service teams to provide feedback on system performance and suggest improvements or upgrades.Provide input to user training manuals, procedures and specifications.

Education/Experience

• High School diploma required; technical degree or certification in electronics, electrical engineering, or a related field preferred.
• Minimum of 2 years experience in field service, preferably in a technical environment with a focus on low voltage wiring and system installations.

Skills and Qualifications

• Strong customer service philosophy, demonstrated through demeanor, approach to relationships with employees and customers
• Ability to manage installations within the context of the company’s strategic objectives
• Planning, organization and effective time management skills
• Excellent interpersonal skills; excellent listening skills and approachable style with emphasis on sensitivity to others
• Strong analytical skills; creative problem-solver
• High level of professionalism and integrity
• Strong teamwork ethics.
• Ability to travel up to 95% (air/auto).

Physical Requirements

• Ability/dexterity to install hardware
• Ability to lift up to 50 pounds
• Ability to climb stairs and ladders