Field Operations Specialist

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. 

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

This position is within the Lifeline Senior Living division https://www.lifeline.com/business/senior-living/
 Lifeline Senior Living enables a better community experience by leveraging state-of-the-art solutions to optimize your operations, improve resident response and future-proof your community.

Purpose

The purpose of the Field Operations Specialist is to provide service(s) and support to Lifeline Senior Living Customers, vendors/contractors for all Lifeline products and accessories and to act as an on-site Project Lead for Field Operation activities from Pre-site visits to Install, Training and Post Install visits.

Job Duties

• Conducts Installations, Repairs and Service of Low Voltage systems such as Emergency Call, Access Control, Wander Management and Structured Wiring.
• Provides Support for Sales and Project Coordination Team on Site surveys and System designs.
• Provides on-site training end-user product training/demonstration and system administration training internal/external customers on Lifeline Senior Living Solutions Products.
• Recognizes, recommends and coordinates the implementation of operational improvements. 
• Prepares weekly and monthly reports along with special projects as may be requested.
• Prepares standard statistical reporting regarding performance metrics, speed to install, and equipment compliance for management team.
• Provides second level support to staff during escalated calls.
• Provides input to user training manuals, procedures and specifications.

Education/Experience

• High School diploma required, some college experience preferred.  
• Minimum of 2 years business experience in a customer service environment.
• Minimum of 2 years’ experience in a Technical Environment.
• Minimum of 2 years of prior Low Voltage Wiring and system installation experience.

Skills and Qualifications

• Strong Customer Service Philosophy, demonstrated through demeanor, approach to relationships with employees and customers
• Ability to manage installations within the context of the Company’s strategic objectives
• Planning, organization and effective time management skills
• Excellent interpersonal skills; excellent listening skills and approachable style with emphasis on sensitivity to others
• Demonstrated ability to handle stress effectively and to assist others in effectively dealing with stress
• Strong analytical skills; creative problem-solver
• High level of professionalism and integrity
• Strong teamwork ethics.
• Ability to travel up to 95% (air/auto). 
• Satisfactory background check including state specific requirements (i.e. fingerprinting)
• Seattle, WA, US or Pacific Northwest area near major US airport like SEA or PDX

Physical Requirements

• Ability/dexterity to install hardware
• Ability to lift up to 50 pounds 
• Ability to climb stairs and ladders