What you will do in the position:
Technical Support and Troubleshooting
Creates and executes process to ensure our external service providers and domestic installers have enough technical information to effectively install, service and represent HME products.
Ensures that we secure HME intellectual property and that it is not disclosed to unauthorized entities
Ensures service strategy supports HME sales strategy.
Diagnoses and resolves technical issues at customer locations, on the telephone, via email, or over teleconferencing mediums as needed.
Works with Engineering, Product Management, Tech Support and Sales to resolve technical problems as requested.
Audits domestic and international certified installers to ensuring they meet HME standards.
Technical Product Training Develops and updates product training material to include customers, third party installers, dealers, and distributors beyond basic "how-to" sessions to teaching the underlying logic of systems, which helps field techs troubleshoot more effectively.
Conducts technical product training to various audiences including employees, customers, end-users, third party vendors, third party installers, dealers, distributors, facilitating high-engagement virtual workshops using interactive tools (polls, quizzes, simulations, and virtual labs)
Meets with customers to install and monitor test installations and product approvals.
Creates and maintains training logs and recertifications for all trained personnel as required analyzing training impact data and metrics to prove learning outcomes and business ROI.
Product Approval and Testing
Assists Product Marketing and Sales with product approvals by visiting customer test/approval locations, providing feedback and recommendations as required.
Customer Satisfaction Conducts audits and creates feedback capability with end customers and monitors feedback to ensure dealer, installers, and distributors effectiveness of installing and troubleshooting HME products.
Work with Sales team at tradeshows and other events are requested.
Performs all other job responsibilities as assigned.
What you will need to succeed: Qualifications Proven record of resolving technical issues
Strong verbal and written communication skills
Strong working knowledge of PowerPoint and other training development tools
Positive, poised, professional, and helpful presence
Experience 2 years related technical experience
1 year of developing and/or conducting training
Use of digital tools such as Articulate, Teams, LMS training systems
Education Associates Degree or Trade School Certification
Travel
Ability to undertake domestic and international travel (20-30%) for multi-day on-site assignments at customer or distributor facilities.
Ability to work overnight shifts
The posted pay range, $28.70-$38.27/hour, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 50 pounds with assistance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Creates and executes process to ensure our external service providers and domestic installers have enough technical information to effectively install, service and represent HME products.
Ensures that we secure HME intellectual property and that it is not disclosed to unauthorized entities
Ensures service strategy supports HME sales strategy.
Diagnoses and resolves technical issues at customer locations, on the telephone, via email, or over teleconferencing mediums as needed.
Works with Engineering, Product Management, Tech Support and Sales to resolve technical problems as requested.
Audits domestic and international certified installers to ensuring they meet HME standards.
Technical Product Training Develops and updates product training material to include customers, third party installers, dealers, and distributors beyond basic "how-to" sessions to teaching the underlying logic of systems, which helps field techs troubleshoot more effectively.
Conducts technical product training to various audiences including employees, customers, end-users, third party vendors, third party installers, dealers, distributors, facilitating high-engagement virtual workshops using interactive tools (polls, quizzes, simulations, and virtual labs)
Meets with customers to install and monitor test installations and product approvals.
Creates and maintains training logs and recertifications for all trained personnel as required analyzing training impact data and metrics to prove learning outcomes and business ROI.
Product Approval and Testing
Assists Product Marketing and Sales with product approvals by visiting customer test/approval locations, providing feedback and recommendations as required.
Customer Satisfaction Conducts audits and creates feedback capability with end customers and monitors feedback to ensure dealer, installers, and distributors effectiveness of installing and troubleshooting HME products.
Work with Sales team at tradeshows and other events are requested.
Performs all other job responsibilities as assigned.
What you will need to succeed: Qualifications Proven record of resolving technical issues
Strong verbal and written communication skills
Strong working knowledge of PowerPoint and other training development tools
Positive, poised, professional, and helpful presence
Experience 2 years related technical experience
1 year of developing and/or conducting training
Use of digital tools such as Articulate, Teams, LMS training systems
Education Associates Degree or Trade School Certification
Travel
Ability to undertake domestic and international travel (20-30%) for multi-day on-site assignments at customer or distributor facilities.
Ability to work overnight shifts
The posted pay range, $28.70-$38.27/hour, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 50 pounds with assistance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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