PART TIME - Network Service Technician -… at Health… · Remote

Position Overview

The Part-Time Network Service Technician reports directly to the Regional Service Manager and is responsible for the installation, maintenance, and ongoing support of Health Monitor Network’s Digital Exam-Room Screens and TVs. This role combines technical expertise with a strong focus on customer experience, acting as a brand ambassador for Health Monitor. Services are performed using Health Monitor’s approved methods and workmanship standards. This role requires travel within Illinois & Indiana.

Essential Job Functions

• Install, Exchange, and Replace Health Monitor Network’s Digital Screens and TVs, including cable raceway, and set up equipment according to established procedures. Return equipment as needed through a predefined RSM process.
• Provide comprehensive support for Health Monitor screens, focusing on ensuring optimal network connectivity and performance. This includes:
• Physical maintenance and software updates to Health Monitor Network’s Digital Exam-Room Screens and TVs as required.
• Manage the connectivity of Digital Screens and TVs, working with internal and external partners to diagnose and resolve connectivity issues. This includes troubleshooting Wi-Fi continuity, signal strength, and other network-related problems.
• When network issues arise, collaborate effectively with internal network operations teams and external vendors to identify root causes and implement solutions. Actively participate in troubleshooting sessions, sharing expertise and contributing to the resolution process.
• Drive positive customer experience by providing training and support to physician office staff (point of contact) on the effective use of Health Monitor screens and related technologies. This includes:
• Conducting training sessions with staff on screen utilization, maximizing their benefit for the practice.
• Offer guidance and support on content management and development, ensuring that the screens are used effectively to communicate with patients.
• Build rapport with point of contact staff, acting as a trusted advisor and addressing any questions or concerns they may have.
• Build and maintain positive relationships with physician offices. Contact physician offices to schedule appointments. Identify potential opportunities for growth within existing client accounts. This includes assessing client needs and identifying areas where beneficial. Collaborate closely with sales representatives to communicate these opportunities and support their efforts to expand service offerings. Share insights gathered from client interactions to inform sales strategies and identify potential opportunities
• Maintain accurate and detailed records of customer interactions, installations, and troubleshooting steps. Document and report recurring issues for process improvement. Submit detailed deliverables through a field service management app.
• Collaborate with internal teams to improve overall customer experience and installation processes. Provide insight on additional opportunities within accounts. Share insights and feedback with the team to enhance service and installation quality.
• Demonstrate technical acuity, troubleshooting, and problem-solving skills. Navigate various technical scenarios related to network connectivity, hardware, and software.

Qualifications

• Associate degree or a combination of education and experience, preferably in a technical field.
• Proven experience in a customer service and/or technical role, ideally involving hardware installation or support. Experience in healthcare field service, maintenance, electrical, technical work, or IT is highly beneficial.
• Superior interpersonal and communication skills, both written and verbal.
• Strong problem-solving and critical-thinking abilities, including technical troubleshooting skills. Ability to handle stressful situations with composure and professionalism.
• Basic understanding of networking and hardware components is a plus.
• An active and unrestricted driver's license is required.

ADA- Physical Demands Office Position

• Extensive daily travel (minimum 75%) within the assigned territory. Additional travel may be requested in some circumstances.
• Ability to frequently sit, stand or walk for extended periods of time.
• Vision abilities include close vision, distance vision & depth perception.
• Ability to perform moderate lifting, up to 30 pounds.
• The worker is subject to inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes as well as possible adverse weather conditions when traveling to clients and potential clients.