Product Support Expert, Field Support

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

Under the direction of the Manager of 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.

This role will support hospital system clients located within Florida, Georgia, and Alabama. The right candidate will reside in one these locations and must be willing to regularly travel locally and regionally, in addition to other locations across the U.S. occasionally.

Essential Duties and Responsibilities

• Support revenue targets and align with delivery schedules.

• Manage multiple device implementations concurrently.

• Lead on-site and remote installations, optimizing patient care devices and perform clinical area connectivity.

• Coordinate with our logistics team to ensure on-time delivery and setup of hardware as well as key internal/external teams for issue resolution before and after 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. 

• Ensure all equipment functions as designed upon closure of implementation project.

• 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. Ensure all technical, clinical, and administrative contacts are documented for ongoing support.

• Provide insight and feedback on system and program improvements. 

• Ensure high quality clinical sessions, perform repair of equipment and onsite troubleshooting when issues arise.

• Train physicians and hospital staff on device usage, common troubleshooting.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor’s degree or equivalent in relevant work experience in Production/Manufacturing, hardware repair, and/or networking.

• 3+ years experience supporting computer hardware with component level replacement and OS imaging.

• Good understanding of troubleshooting, triage and escalation processes, ability to operate in a high-risk clinical environment.

• Knowledge of remote access and control software, Kaseya experience is ideal. 

• Experience with Windows Operating system support.

• Must have an advanced knowledge of wireless and networking protocols, will work with customer networking teams to review network requirements.

• Ability to abide by 3rd party Vendor credentialing requirements.

• Strong multitasking, organizational and time management skills.

• Availability to travel up to 75% of the time (local and regional travel, occasion need to travel to other locations in the US)

• Ability to occasionally lift heavy objects up to 50lbs, individual will also be regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl.

Bonus Qualifications 

• Positive attitude and an outgoing personality with a high standard of decorum.

• Must demonstrate excellent oral and written English communication skills. Proficiency in a second language is highly desirable.

• Professional appearance and the ability to exhibit a professional demeanor over the phone, through email, and in person, as required.

• CCNA designation highly desired.

• CompTia A+ or Network+ certification.

The base salary range for this position is $55,000 - $75,000. 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.

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Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  
Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.