Technician Resource Manager

Technician Resource Manager 

It is an exciting time to be part of the PatientPoint team! As the clear leader in the point-of-care industry, we offer an ideal, people-focused place to innovate, positively impact patient education and doctor-patient connections, and be inspired to build a great career.

Job Summary:

We are seeking an organized Technician Resource Manager to join our Field Quality Team. As a Technician Resource Manager, you will play a vital role in building and overseeing a team of technicians. You will ensure newly recruited resources meet territory needs and ensure they are onboarded with the ability to meet PatientPoint’s standards of quality. Your exceptional organizational skills, attention to detail, and ability to collaborate with cross-functional teams will contribute to your success in this role. 

What you'll do:

• Leads recruitment, contracting, and onboarding initiatives for technician resources. 
• Determines regional need for additional resources based on service costs and volume, then recruits new resources. 
• Advocates for contractor’s business requirements and ensures PatientPoint adheres to AHJs and local codes. 
• Measures and enforces contractor program KPIs, leading initiatives to ensure quality adherence. 
• Performs thorough quality audits on work completed by technicians to drive adherence within established standards and policies.  
• Drives changes and implements improvements to streamline processes, optimize resources, and improve Field Technician program efficiency. Measures effectiveness of process changes. 
• Maintains accurate records of technician business accounts, including contract versioning, accounting paperwork, and updated records in system of record. Liaisons with legal team to ensure contracts meet legal business requirements. 
• Collects feedback or bug tickets on Salesforce-based Tech Portal platform and drives bug fixes and quality of life enhancements to release.  
• Liaisons with the product team, driving field feedback from technician workforce on new hardware and software deployments. 
• Conducts field visits and audits of field technician work. 
• Monitors internal technical channels for field-relevant updates, communicating out to technician team in a timely manner. 
• Performs any additional duties and responsibilities as assigned or required to support the field quality team. 

What we need:

• Bachelor’s Degree or equivalent experience. 
• 5-10 years of experience working with a remote technician or contractor force.  
• Experience in recruiting and managing 1099 contractors highly desired. 
• Experience in a quality assurance environment or other relevant work experience a plus. 
• Experience in customer service a plus. 
• Salesforce experience a plus. 

Desired Qualifications: 

• Strong negotiation skills 
• Ability to work independently in a fast-paced multitasking environment. 
• Works well with others; is collaborative and compassionate. 
• Excellent verbal and written communication skills 
• Effective organizational and analytical skills 
• Proactive in identifying and solving problems. 

Work Environment 

• Reports to Cincinnati or Tampa office in a hybrid work environment. 
• Full time: 40 hours. Flexibility of shift hours possible, depending on territory needs.  
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

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