Field Service Support Technician

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 – Remote (Home Based) This position will support the East St Louis, IL area so if you live within a 30 minute drive to the East St Louis, IL area then this will be an ideal location for you. The schedule is variable M-F, between the hours of 9a – 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 internal and external customers for in-home installation, 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 within a 100 mile radius of East St Louis, IL 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 and respectful manner. Processes work orders from Lifeline for installation, service, or retrieval of Lifeline owned equipment and/or products. Completes tasks on work order on scheduled date and within a specified timeframe, while adhering to all established processes and procedures, as well as providing service excellence to all customers Schedule’s service and retrieval appointments with subscriber/caregiver within expected service and quality standards Acclimates subscriber/care giver to Lifeline equipment and service, ensuring their comfort in its use Performs accurate and timely submission of Care Plan Agreements and other documents and reports as required. Complies with protocols for communicating status and issues related to work orders while maintaining and managing an inventory of equipment Provides management with feedback and ideas for continuous improvement Occasional evening and or weekend appointments required for emergency service work orders Adheres to Fleet Vehicle Policy including regularly scheduled and required maintenance, reporting of mileage and any incidents or damage to or involving the assigned fleet vehicle. You are a part of: Connect America Lifeline – Aging and Caregiving – Lifeline department 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) dexterity to install hardware Professional, caring, and, compassionate demeanor; 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 Satisfactory background check including state specific requirements (i.e. finger printing, TB testing) Valid Driver’s license (Up to 75% travel – Local) Basic understanding of simple communications and electronic equipment (i.e. laptop, cell phone, email, business software applications – CRM) 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. Equal Employment and Opportunity Employer/Disabled/Veteran