Technical Account Manager

Technical Account Manager -* 21124743*
Hillrom is a $2.9B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products and information technology solutions. Hillrom's comprehensive product and service offerings are used by health care providers across the health care continuum and around the world in hospitals, extended care facilities and home care settings to enhance the safety and quality of patient care.
Description
The Connected Soutions Engineer will be responsible for onsite management of the Hillrom Technologies outlined below. This position will work closely with the assigned hospital and Hillrom teams in order to provide best in class service to our users. Hillrom offers cutting edge technologies to the world’s top healthcare providers. Our products support continuous efforts to improve patient care and increase caregiver productivity using the latest connected care solutions.
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RESPONSIBILITIES
The Connected Solutions Engineer responsibilities include, but are not limited to:

• Develops a strong understanding of the entire Hillrom Care Communications solution including technical architecture and product offerings.
• Develops strong, long-lasting end-user relationships, which are referenceable, including increasing adoption, ensuring retention, driving overall satisfaction and renewal of software and service for the assigned hospital.
• Serves as the primary onsite subject matter expert at the assigned hospital.
• Assists other Hillrom departments and resources with all aspects of the connect care deployment, including communication, coordination, and provisioning.
• Communicates with project stakeholders on a regular basis.
• Provides customer support and technical issue resolution via onsite support, email, IM, phone, and other electronic mediums.
• Available for urgent escalations as defined in the assigned Service Level Agreement (SLA).
• Working with cross-functional teams, which include hospital points of contact and Hillrom teams such as; Technical Support, Project Management, Logistics, System Engineering, Product Development, Area Sales Managers, and Customer Success Managers.
• Communicates with various departments to raise awareness of customer needs, requirements, concerns, and issues and follow through to resolution.
• Assists in identifying and developing best practices for the Care Communications solution, management, training, and support.
• Knowledge of Care Communications Web Admin portal with the ability to maintain and edit directory as agreed upon by the assigned hospital.
• Updates and maintains device management process for smartphones via Mobile Device Management (MDM) as defined in the contract.
• Understands and communicates the Care Communications support process with the ability to assist in resolving/troubleshooting issues (pulling logs, replicating issues, documenting findings, etc.).
• Track and trend issues to institute process improvements where possible to reduce issue escalations.
• Develop, update, and deliver training for new employee orientation and provide continuous education to the assigned hospital staff when needed.
• Provides support and planning during upgrades and completes proper testing/validation of new feature sets.
• Primary responsibilities will be supporting the assigned hospital, but travel may be required to assist in other Hillrom related projects and/or training opportunities. (Approximately 5%). First two months of training will require 80% travel.

Qualifications

• Bachelor’s degree required
• Must possess excellent interpersonal and communication skills and be comfortable working with frontline nursing, physicians and point of care support services staff.
• Must have experience supporting and troubleshooting computer hardware and software in healthcare, preferably with nursing point-of-care solutions.
• General knowledge of systems integration workflow capabilities, requirements and protocols.
• General knowledge of wireless communication systems and protocols.
• Must possess adequate organizational skills to determine workload priorities and
• schedules with a service-oriented mindset.
• Self-driven and proactive in determining areas of need for increase satisfaction.
• Ability to work both independently and in a collaborative team environment.
• Experience within a software or communications industry desirable.
• Practical knowledge of healthcare industry preferred.
• Network Certification or any other applicable technical certifications would be a
• differentiator.
• A high degree of Passion, Respect and Imagination!

Hillrom is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity
Job: Technical Service
Primary Location: United States-California-Irvine
Schedule: Full-time
Travel: Yes, 10 % of the Time
Posting Entity: Hillrom

Job Type: Full-time

Work Location: Multiple Locations

Salary : $3 - $0