RTLS Service Technician

About Us

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively, and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.

Responsibilities

• Install, commission, service, troubleshoot, repair, maintain, and inspect RTLS and environmental temperature monitoring solutions for healthcare customers.
• Troubleshoot existing installations using as-built drawings and documentation to identify and correct system deficiencies.
• Provide onsite validation and testing of RTLS systems.
• Respond to support tickets within established SLA requirements and escalate issues when appropriate.
• Perform preventative maintenance, repair, and emergency service calls to ensure operational readiness.
• Travel extensively to customer sites and provide timely onsite support.
• Collaborate with Customer Success Managers to ensure service excellence and high levels of customer responsiveness.
• Assist with continuous improvement initiatives to enhance RTLS installation, maintenance, and service delivery processes.
• Process customer orders including order entry, checking production, order acknowledgment, and training customers on use of solutions.

Requirements

• Vocational school or 2-year college degree preferred. High school diploma or GED equivalent accepted.
• In lieu of a degree, a minimum of two years’ experience supporting RTLS products and experience in customer service or related positions.
• Working knowledge of technical characteristics of RTLS.
• Customer-focused with a charismatic yet strategic and proactive approach.
• Ability to work independently and interdependently with other areas of the company as a solid team player.
• Must be able to lift and carry up to 50 lbs. and occasionally ascend/descend ladders as necessary.
• Ability to effectively communicate in the English language, both verbally and in writing.
• Effective communicator at all levels, including C-Suite.
• Ability to adapt to change and learn new systems in challenging situations.
• Previous experience working in Healthcare or Healthcare IT is preferred.
• Proficient in MS Office Suite and Smartsheets is preferred.
• Reliable transportation.
• Travel required at least 60% of the time, with 0 to 10% outside of the Metro Atlanta area.

Benefits

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming, and inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.

Applicants must be currently and legally authorized to reside and work in the U.S. without requiring immigration sponsorship.