Onsite Healthcare Service Representative

About the role

Be the onsite technical resource healthcare customers rely on to keep their SONIFI technology operating effectively. This field-based position provides direct service and technical support for SONIFI products and platforms within customer healthcare facilities. You’ll work with minimal direction, proactively resolve customer issues, support system upgrades, replace in-room equipment, and train customers on SONIFI system operations.

Responsibilities

• Provide onsite technical service and support with minimal or no supervision, including routine and emergency service calls, preventative maintenance, quarterly system content updates, digital content security, system software and hardware upgrades, and screening and programming of onsite and in-room equipment (TVs, remotes, pillow speakers, terminals).
• Diagnose, troubleshoot, and repair SONIFI iTV, Staycast, DDS, DWB, and other SONIFI solutions; digital and digital high-definition Free-to-Guest (FTG) systems to the unit level; distribution systems to the unit level; and SONIFI-related computers to the card level.
• Observe and participate in troubleshooting system problems as directed by the Lead Technician and/or Area Manager.
• Identify and describe SONIFI products, services, and hardware, including analog, digital, and digital high-definition off-air and satellite systems, RF distribution systems, and SONIFI in-room equipment and parts.
• Understand frequencies used in SONIFI B-Lan/MATV and CATV systems, the operation of IPTV systems, and digital television format, operation, and theory.
• Proactively work with healthcare customers to resolve problems, understand customer needs and requests, and maintain strong customer relationships.
• Provide extensive training to healthcare facilities as needed and perform pre-installation surveys to accurately determine feasibility.
• Complete required administrative duties and maintain accurate records, including inventory tracking, timecards, case notes, and customer issues.
• Maintain inventory levels, track inventory movement through PDA, provide monthly cycle counts as directed, and attend and satisfy assigned training.
• Help determine work priorities with guidance from Field Service management, plan work to meet schedules, and support preventative maintenance programs, installations, upgrades, special projects, and other assigned work.
• Be available for pager duty 24/7/365 as dictated by company response-time commitments and/or as scheduled by Field Service management.

Requirements

• A related two-year degree and two years of experience, or the equivalent combination of related education and/or work experience.
• Proficiency in head-end, RF, telecom, digital TV, and computer troubleshooting, with the ability to diagnose and correct routine and occasional complex system hardware and software failures using established technical procedures.
• Excellent communication and customer service skills, with the ability to understand customer needs and requests, maintain strong customer/company relationships, and work effectively with customers in person and by phone.
• Strong attention to detail, self-motivation, and the ability to multitask, set work priorities, organize daily work, and respond to requests in a flexible, courteous, and timely manner with limited supervision.
• A valid driver’s license and an acceptable driving record as defined by the SONIFI Driving Policy.
• Ability to operate a computer, laptop, PDA, cell phone, general office equipment, small hand tools, small power tools, and various RF, telephony, and low-voltage test equipment. Experience with Microsoft Office is also required.
• Ability to meet the physical requirements of this field-based position, including frequent climbing of stairs and ladders, driving, typing, walking, holding materials, and repetitive arm and leg movements. Occasional activities include squatting, kneeling, lifting and carrying up to 75 pounds, pushing and pulling carts, standing, twisting, reaching, and other physical activities.
• Exposure to heat and cold, tools and test equipment, and frequent movement throughout hospital environments including basements, rooftops, facilities, and equipment/head-end rooms.

Customer Facility Requirements

• Ability to satisfy requirements imposed by healthcare facilities for onsite workers, which may include minimum security requirements (e.g., satisfactory background-check results), public health requirements (e.g., immunizations), and conduct and appearance requirements applicable to individuals working in patient-care areas.
• Employees may be required to provide evidence or records demonstrating that these requirements are met and continue to be met throughout employment.
• Successful candidates must be able to meet and maintain all customer-required vaccination and health screening requirements, subject to applicable federal, state, and local laws and any approved reasonable accommodation.

Benefits

• Competitive compensation package including health, dental, and vision insurance.
• 401(k) with employer match.
• Paid time off (PTO).
• Flexible work arrangements.
• Professional development opportunities.
• Pet insurance.
• On-demand pay.

Pay

Compensation for this position generally starts at $26.00 to $33.00 per hour and varies based on experience, education, specialty, training, and geographic location.

Schedule

• Overtime, on-call/pager duty, and possible shift work may be required.
• Pager duty 24/7/365 as dictated by company response-time commitments and/or as scheduled by Field Service management.