About Us

Description

This position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for healthcare products (such as Nurse Call, Emergency Call, Mobility, and Unite Middleware Systems).  The Healthcare Engineer will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies. 

Responsibilities

  • Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues 
  • Investigate and isolate hardware and software problems using documented procedures and appropriate tools 
  • Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed 
  • Establish and maintain strong technical knowledge in networking, operating systems, and all nurse call products at the administrator level, with successful completion of nurse call technical training classes and industry training through self-education 
  • Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker 
  • Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities 
  • Maintain technical support lab equipment and records 
  • Provide cross training for more junior technical support engineers 
  • Perform customer service duties such as answering, routing, and following up on inbound communications for the support team 
  • Perform on-call coverage and after-hours duty as business needs dictate  
  • Position will require travel up to 15% of the time, including overnight travel 

Qualifications

  • Experience working with Nurse Call, Middleware, telecommunications, or wireless technology (DECT or 802.11) 
  • Experience in Customer Support role utilizing phone, e-mail and web-based systems  
  • Experience with server hardware and Microsoft Windows Server operating systems   
  • Experience with telecommunications or WLAN  
  • Experience with Desktop Operating systems  
  • Experience with basic IP communication  
  • Microsoft Server and Desktop operating systems  
  • TCP/IP Networking  
  • Microsoft SQL Server  
  • Wireless Networking  
  • Microsoft Office
  • Basic telephone knowledge  
  • Excellent customer management skills  
  • Excellent interpersonal skills, including verbal and written communications  
  • Excellent troubleshooting and problem solving skills  
  • Detail oriented, highly responsive and customer focused  
  • Ability to work independently and have a strong social presence with team interaction 
Job Category: Field healthcare
Job Type: Full Time
Job Location: DFW Metroplex

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