Field Service Support Technician - Springfield, MA

Connect America; United States; Remote; USD 35,000 - 45,000; Full time

Job summary

A leading healthcare solutions provider is seeking a compassionate Field Service Support Technician to provide in-home installations and support for emergency response equipment. Candidates should have a high school diploma, a caring attitude towards seniors, and the ability to travel within a 100-mile radius of Springfield, MA. This role offers the opportunity to work in a fulfilling environment while enhancing the quality of life for our clients.

Benefits

Health benefits from day one

Positive workplace culture

Opportunities for career advancement

Qualifications

• High school diploma or equivalent required.
• Basic knowledge of communications and electronic equipment needed.
• Ability to lift up to 40 pounds and climb stairs.

Responsibilities

• Provide in-home installations, service and retrieval of emergency response equipment.
• Educate and train subscribers on products in a respectful manner.
• Schedule service and retrieval appointments within quality standards.

Skills

Ability to operate basic machinery

Caring and compassionate attitude

Ability to organize and prioritize tasks

Basic understanding of electronic equipment

Patience with senior citizens

Valid Driver’s license

Education

High School Diploma or GED

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 of Field Service Support Technician will be an integral role within our Lifeline business. For almost 50 years, Lifeline has been the leader in personal emergency response services in the home and in senior living communities. With a focus on serving the needs of our most vulnerable populations, today’s Lifeline delivers comprehensive senior population health solutions through emergency response services, medication management, predictive analytics and digital engagement. Our products and services meet the needs of a diverse set of stakeholders from seniors to caregivers, payers and providers ultimately driving improved enrollment, patient compliance and quality outcomes.

Field Service Support Technician

This position will support the Springfield, MA area with a radius of up to 100 miles, so if you live within a 30-minute drive to the Springfield, MA area then this will be an ideal location for you. The schedule is M-F 9am - 5:30pm.

In this role, you have the opportunity to:

The role of the Field Installer is to provide the best customer service experience to our customers while completing in-home installations, service and retrieval of Lifeline’s personal emergency response equipment, as well as other Home Monitoring service devices. If you are a caring and compassionate person who enjoys speaking with seniors and can work independently, this could be the job for you! The territory you will cover is Worthington, MA, with a radius of up to 100 miles.

You are responsible for:

• Ability to adjust training to meet the needs of our subscribers. This may include speaking more slowly and clearly to ensure they understand our service.
• Educates and trains our subscribers and caregivers on our products/services in a professional, respectful manner.
• Processes work orders from Lifeline for installation, training, customer service or retrieval of equipment and/or products.
• Completes tasks on work order on scheduled date and within a specified timeframe while offering service excellence to our customers.
• Schedules service and retrieval appointments with subscriber/caregiver within expected service and quality standards.
• Acclimates subscriber/caregiver to Lifeline equipment and service, ensuring their comfort in its use.
• Complies with protocols for communicating status and issues related to work orders while maintaining and managing an inventory of equipment.
• Performs accurate and timely submission of Care Plan Agreement and other documents and reports as required.
• Provides management with feedback and ideas for continuous improvement.
• Occasional evening and/or weekend appointments required for emergency service work orders.

You are a part of:

Connect America - Lifeline Systems Company.

To succeed in this role, you should have the following skills and experience:

• High School Diploma or GED
• Ability to operate basic machinery (fax machine, PC) and dexterity to install hardware
• Basic understanding of simple communications and electronic equipment (laptop, cell phone, online business applications)
• Caring, compassionate individual who is naturally patient with senior citizens who may be leery of change
• Ability to organize and prioritize multiple tasks and to follow step-by-step installation instructions
• Valid Driver’s license (Up to 75% travel - local within 100-mile radius)
• Adheres to uniform/dress code as required by the company
• Ability to lift up to 40 pounds and ability to climb stairs

In return, we offer you

The opportunity to work within a world-class customer service department providing a service that can save lives. You will also be eligible for benefits the first day you start work at Lifeline.