Field Customer Support Associate

Field Customer Support Associate

A Field Customer Support Associate for a Remote Patient Monitoring (RPM) company plays a crucial role in ensuring smooth device installation, troubleshooting technical issues, and assisting healthcare professionals (mainly nurses) in operating the systemeffectively.

Activities & Responsibilities

1. Device Installation & Setup

• Travel to healthcare facilities or patient homes to install RPM devices (e.g., sensors, monitors, software setups).
• Ensure proper device calibration and network connectivity.
• Conduct initial setup tests to verify functionality before leaving the site.

2. On-Site Troubleshooting & Technical Support

• Respond to service requests to fix malfunctioning or non-responsive devices.
• Diagnose and repair minor hardware/software issues or escalate complex problems.
• Maintain and replace defective devices as needed.
• Ensure all firmware and software updates are applied to devices.

3. Training & Assistance for Nurses & Care Teams

• Guide nurses and caregivers on how to operate, maintain, and interpret device readings.
• Provide quick troubleshooting tips to nursing staff for common device issues.
• Ensure facility compliance protocols and company guidelines during device usage.
• Facilitate onboarding telehealth equipment as needed.

4. Inventory & Maintenance Management

• Maintain an inventory of devices, replacement devices, and peripherals.
• Track device deployment, retrievals, and replacements in the system.
• Ensure proper storage and transportation of devices to prevent damage.

5. Documentation & Reporting

• Log all installation, troubleshooting, and repair activities in the system.
• Report recurring issues to the engineering or product teams for improvements.
• Maintain service logs, customer interactions, and resolution statuses.

6. Compliance & Safety Adherence

• Follow HIPAA regulations and company policies to ensure patient data privacy.
• Adhere to safety protocols while handling medical-grade electronic devices.
• Ensure devices meet hospital infection control standards before and after installation.

7. Communication & Coordination

• Coordinate with customer support teams, engineers, and logistics teams for smooth service execution.
• Provide feedback to product development teams based on field observations.
• Relay customer complaints and suggestions to higher management.

Key Skills Required:

• Technical troubleshooting & basic hardware installation
• Strong communication & customer service
• Familiarity with healthcare settings & medical devices
• Ability to lift and transport devices safely
• Basic knowledge of IoT & networking (preferred)

This role requires frequent travel within assigned regions and offers an hourly compensation structure. About Us: InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.