IT Technical Support for Connected Devices Hybrid Remote Work
Who we are:
LER TechForce is an industry leader in embedded controls, software, functional safety, and engineering talent.
For over 20 years LER has been working with customers across North America to meet their engineering resource challenges.
Learn more about us This is a long term contract position for a Technical Support for Medical device / IT systems technical support for smart and connected electronic equipment.
There is also the possibility for conversion to direct hire.
The job it can be remote but would like local candidate close to site if possible or it could be working in the office 2 days per week.
Fully remote is Ok, hybrid is with 75 miles of office Tue/Wed are office days, remainder is work from homeWhat you will be doing:
This position supports customers who operate one of the many medical devices it manufactures.
This is a Tier I call center position working queue calls.
Help desk and PC trouble shooting experience is desired yet this is not a typical help desk position; this team does not troubleshoot PC problems or standard desktop software applications.
This position requires personnel to troubleshoot smart and wireless connected medical equipment deployed in hospitals, clinics, doctor's offices, pharmacies, and other sales channels.
Agents primarily handle two types of issues;1) problems with the medical device itself (hardware),2) problems with the medical device transferring diagnostic and/or vital sign data to the client's network.
(software/connectivity).
Responsibilities include the following:
1.
Take ownership of customer and partner issues through resolution by providing technical support to our customers and partners via phone, email and other support channels as required.
2.
Research, diagnose, troubleshoot, and identify solutions to resolve customer and partner issues related to application use and configuration.
3.
Assist field service technicians with remote troubleshooting activities (hardware and software).
4.
Provide prompt and accurate feedback of issue status to customers and partners.
5.
Effectively and professionally communicate complex technical issues to a broad range of customers, partners, and departments internal and external to the organization.
6.
Periodically assume after hours/weekend on-call rotation; work extended hours on occasion to resolve critical break/fix issues for top tier customers.
7.
Accurately and professionally document all communication with customers and partners within the call and quality system according to regulatory requirements.
8.
Proactively collaborate with peers to assist in resolving customer and partner issues.
9.
Escalate customer issues to Tier II/III teams as needed.
Provide detail description of the problem along with troubleshooting steps that have been performed and all outcomes resulting from actions.
10.
Place orders for parts as related to service repair and troubleshooting for customers and field service.
What you'll need to be successful:
Requires excellent interpersonal and relationship skills, innovative approach to problem-solving.
A commitment to quality and customer service is required.
Prior call center experience preferred, BMET experience highly desired.
Associates degree in electronics or computer technology is preferred; equivalent experience is acceptable combined with technical certifications.
Requires 3 to 5 years of experience in network system support, call center associate or acute care experience with a technical background.
For the more senior position the following capability if preferred yet not required.
Operating Systems:
Windows, Windows Server.
Networking:
TCP/IP protocol, WAN, LAN, GSM/GPRS.
(Fixing network connectivity and getting through firewalls)Key capability about this job is connectivity of devices, knowing firewalls and how to get through them.
Familiarity with basic scripting languages such as BASH, Korn, VB, Java, and PerlFamiliarity with DICOM and/ or HL7 Standards is preferred but required.
DICOM is a comprehensive specification of information, structure, encoding, and communications protocols for electronic interchange of diagnostic and therapeutic images and image-related information.
Clinical workflow experience preferredPhone queue/email case support workflowsExperience with quality processes in a regulated industryMinimum of associates degree in technical discipline (computer science preferred)2
years experience in Customer service role8 hr shifts within 8 - 8 EST window and ability to work an on-call rotation Each team of 4 or 5 Technical Support personnel support a particular product that covers 8 AM to 8 PM yet each of the people covers 8 hours so they have different start times.
For example 8:
00 to 4:
30, 8:
30 to 5:
30, 11:
30 to 8:
00.
You select the one to support.
You can volunteer for on-call rotation as it is not required.
3 days work from home and 2 days in the office Home Monday, office Tuesday Wednesday, home Thursday and Friday.
Some of the people who have a longer commute are allowed to work from home about 100% of the time.
Will train on site for a 4 to 6 weeks then work remote until things open up again at which time they will work on siteLocation:
Skaneateles NY #LI-ML1 Recommended Skills Bash (Scripting Language) Call Centers Clinical Works Critical Care Customer Service Encode Estimated Salary: $20 to $28 per hour based on qualifications.
LER TechForce is an industry leader in embedded controls, software, functional safety, and engineering talent.
For over 20 years LER has been working with customers across North America to meet their engineering resource challenges.
Learn more about us This is a long term contract position for a Technical Support for Medical device / IT systems technical support for smart and connected electronic equipment.
There is also the possibility for conversion to direct hire.
The job it can be remote but would like local candidate close to site if possible or it could be working in the office 2 days per week.
Fully remote is Ok, hybrid is with 75 miles of office Tue/Wed are office days, remainder is work from homeWhat you will be doing:
This position supports customers who operate one of the many medical devices it manufactures.
This is a Tier I call center position working queue calls.
Help desk and PC trouble shooting experience is desired yet this is not a typical help desk position; this team does not troubleshoot PC problems or standard desktop software applications.
This position requires personnel to troubleshoot smart and wireless connected medical equipment deployed in hospitals, clinics, doctor's offices, pharmacies, and other sales channels.
Agents primarily handle two types of issues;1) problems with the medical device itself (hardware),2) problems with the medical device transferring diagnostic and/or vital sign data to the client's network.
(software/connectivity).
Responsibilities include the following:
1.
Take ownership of customer and partner issues through resolution by providing technical support to our customers and partners via phone, email and other support channels as required.
2.
Research, diagnose, troubleshoot, and identify solutions to resolve customer and partner issues related to application use and configuration.
3.
Assist field service technicians with remote troubleshooting activities (hardware and software).
4.
Provide prompt and accurate feedback of issue status to customers and partners.
5.
Effectively and professionally communicate complex technical issues to a broad range of customers, partners, and departments internal and external to the organization.
6.
Periodically assume after hours/weekend on-call rotation; work extended hours on occasion to resolve critical break/fix issues for top tier customers.
7.
Accurately and professionally document all communication with customers and partners within the call and quality system according to regulatory requirements.
8.
Proactively collaborate with peers to assist in resolving customer and partner issues.
9.
Escalate customer issues to Tier II/III teams as needed.
Provide detail description of the problem along with troubleshooting steps that have been performed and all outcomes resulting from actions.
10.
Place orders for parts as related to service repair and troubleshooting for customers and field service.
What you'll need to be successful:
Requires excellent interpersonal and relationship skills, innovative approach to problem-solving.
A commitment to quality and customer service is required.
Prior call center experience preferred, BMET experience highly desired.
Associates degree in electronics or computer technology is preferred; equivalent experience is acceptable combined with technical certifications.
Requires 3 to 5 years of experience in network system support, call center associate or acute care experience with a technical background.
For the more senior position the following capability if preferred yet not required.
Operating Systems:
Windows, Windows Server.
Networking:
TCP/IP protocol, WAN, LAN, GSM/GPRS.
(Fixing network connectivity and getting through firewalls)Key capability about this job is connectivity of devices, knowing firewalls and how to get through them.
Familiarity with basic scripting languages such as BASH, Korn, VB, Java, and PerlFamiliarity with DICOM and/ or HL7 Standards is preferred but required.
DICOM is a comprehensive specification of information, structure, encoding, and communications protocols for electronic interchange of diagnostic and therapeutic images and image-related information.
Clinical workflow experience preferredPhone queue/email case support workflowsExperience with quality processes in a regulated industryMinimum of associates degree in technical discipline (computer science preferred)2
years experience in Customer service role8 hr shifts within 8 - 8 EST window and ability to work an on-call rotation Each team of 4 or 5 Technical Support personnel support a particular product that covers 8 AM to 8 PM yet each of the people covers 8 hours so they have different start times.
For example 8:
00 to 4:
30, 8:
30 to 5:
30, 11:
30 to 8:
00.
You select the one to support.
You can volunteer for on-call rotation as it is not required.
3 days work from home and 2 days in the office Home Monday, office Tuesday Wednesday, home Thursday and Friday.
Some of the people who have a longer commute are allowed to work from home about 100% of the time.
Will train on site for a 4 to 6 weeks then work remote until things open up again at which time they will work on siteLocation:
Skaneateles NY #LI-ML1 Recommended Skills Bash (Scripting Language) Call Centers Clinical Works Critical Care Customer Service Encode Estimated Salary: $20 to $28 per hour based on qualifications.
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