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Summary of Position

Under the direction of the Manager, Product Support, the Product Support Expert performs the technical, logistical, and administrative duties required to install and optimize Teladoc Health Patient Care Devices at customer healthcare locations and assist in providing basic device operation training to local staff as needed. This position will setup and assist in sales demonstrations for hospitals and health systems administrative teams. This position is high-level client facing position and will require good communication skills as it interfaces with program managers and hospital administrators. This position also requires software and hardware knowledge to ensure all initial installations of the full product is functional specific to the delivery timeline provided to clients. The Product Support Expert should possess and maintain a high level of industry standards and company specific business knowledge by remaining current with emerging product and technical updates. The Product Support Expert will play a key role in the achievement of team and department goals/OKRs.

Essential Duties and Responsibilities

• Support Revenue Targets (aligned with delivery schedules and assignments).
• Support hospital system clients located within a defined territory and occasionally across the US.
• Manage multiple device implementations concurrently.
• Serve as onsite and remote lead for installation and optimization of patient care devices and communicate expectations and requirements to onsite technical leads.
• Coordinate with our logistics team to ensure on-time delivery and setup of hardware.
• Coordinate with internal and external technical support and/or project management on any issue resolution regarding installs prior to device arrival and post installation.
• Follow implementation plans as outlined by Project Management Team and communicate any issues or variances, as required. 
• Work with hospitals to configure firewalls / routers and diagnose networking issues. 
• Perform clinical area connectivity optimization onsite and remotely.
• Ensure all equipment functions as designed upon closure of implementation project.
• Perform onsite repair of equipment when needed.
• Ensure all technical, clinical, and administrative contacts are documented for ongoing support.
• Adhere to all company policies, procedures, and business code of ethics.
• Drive completion of documentation for work instruction, installation case closure, deployment acceptance, and any other relevant information to effectively support revenue recognition and go-live objectives.
• Provide insight and feedback on system and program improvements. 
• Ensure high quality clinical sessions and perform onsite troubleshooting when issues arise.
• Train physicians and hospital staff on device usage, common troubleshooting.
• The Implementation Engineer may also perform emergency repair services, as required.
• Adhere to all company policies, procedures, and business code of ethics.
• Other duties as assigned.

Qualifications Expected for Position

• Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 2 years of experience servicing electrical equipment; OR equivalent military education and 2 years of experience servicing electrical equipment; OR High School Diploma/GED and 6 years of experience servicing electrical equipment.
• Knowledge of HIPAA standards.
• 3 years supporting computer hardware with component level replacement and OS imaging.
• CCNA designation highly desired.
• CompTia A or Network certification.
• Ability to abide by 3rd party Vendor credentialing requirements.
• 1 year of installation/support experience in healthcare organizations.
• Knowledge of support tools like Kaseya. 
• Good understanding on troubleshooting skills, triage and escalation processes.
• Adheres to Service Level Agreements, ensuring proper handling of all issues. 
• Experience working in healthcare organizations.
• Positive attitude and an outgoing personality with a high standard of decorum.
• Professional appearance and the ability to exhibit a professional demeanor over the phone, through email, and in person, as required.
• Must demonstrate excellent oral and written English communication skills. Proficiency in a second language is highly desirable.
• Ability to operate in a high-risk clinical environment.
• Advanced Windows Operating system support.
• Ability to work with customer networking teams to review network requirements.
• Must have an advanced knowledge of wireless and networking protocols.
• Strong communication and presentation skills.
• Strong organizational and time management skills.
• Ability to work alone and as part of a team.
• Ability to multi-task projects.
• Must complete all required documentation in a timely and accurate fashion.
• Availability to travel 75%. 
• Able to work remotely.
• Ability to occasionally lift heavy objects.

The base salary range for this position is $77,000.00 - $85,000.00.In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.