Field Service Support Technician

Do you like working with people in a mission-based role? Are you looking for a role with increased earning potential? Would you like more flexibility in your schedule? If yes, Connect America needs your talent to support our customers through a role as a Field Service Support Technician.  We are open to candidates that have in-home experience, such as that with utility companies or as a home health worker, supporting customers in their home environment.  We are open to full-time or part-time positions so this could also be a great fit for someone looking for a second income or who wants to work a schedule that still allows time to pursue other passions and interests.  If you have these or similar experiences and/or circumstances, we’d love to talk to you to explore this opportunity!

We are looking to hire in the area of the State of Massachusetts: Wakefield.

This position will support a radius of up to 100 miles, so if you live within a 30-minute drive to the Malden, MA area then this could be an ideal location for you.

The general schedule is M-F 9am-5:30pm, however, this role provides flexibility with respect to scheduling to meet customer needs.

While the starting rate for this role is $15/hr, with additional earnings for each installation completed and other services completed weekly and with eligibility to receive mileage reimbursement, the opportunity is there to make up to $60,000 per year.

About the Company

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 of Field Service Support Technician will be an integral role within our Lifeline business.  For almost 50 years, Lifeline has been the leader in personal emergency response services in the home and in senior living communities. With a focus on serving the needs of our most vulnerable populations, today’s Lifeline delivers comprehensive senior population health solutions through emergency response services, medication management, predictive analytics and digital engagement. Our products and services meet the needs of a diverse set of stakeholders from seniors to caregivers, payers and providers ultimately driving improved enrollment, patient compliance and quality outcomes.

In this role, you have the opportunity to:

The role of the Field Installer is to provide the best customer service experience to our customers while completing in-home installations, service and retrieval of Lifeline’s personal emergency response equipment, as well as other Home Monitoring service devices.  If you are a caring and compassionate person who enjoys speaking with seniors and can work independently, this could be the job for you! The territory you will cover is Malden, MA, with a radius of up to 100 miles.  

You are responsible for:

Ability to adjust training to meet the needs of our subscribers. This may include speaking more slowly and clearly to ensure they understand our service. 

Educates and trains our subscribers and caregivers on our products/services in a professional, respectful manner. 

Processes work orders from Lifeline for installation, training, customer service or retrieval of equipment and/or products.

Completes tasks on work order on scheduled date and within a specified timeframe while offering service excellence to our customers 

Schedule's service and retrieval appointments with subscriber/caregiver within expected service and quality standards 

Acclimates subscriber/care giver to Lifeline equipment and service, ensuring their comfort in its use 

Complies with protocols for communicating status and issues related to work orders while maintaining and managing an inventory of equipment

Performs accurate and timely submission of Care Plan Agreement and other documents and reports as required.

Provides management with feedback and ides for continuous improvement

Occasional evening and/or weekend appointments required for emergency service work orders

To succeed in this role, you should have the following skills and experience: 

Ability to operate basic machinery (fax machine, PC) dexterity to install hardware 

Basic understanding of simple communications and electronic equipment (laptop, cell phone, online business applications)

Caring, compassionate individual who is naturally patient with senior citizens who may be leery of change 

Ability to organize and prioritize multiple tasks and to follow step by step installation instructions 

Valid Driver’s license (Up to 75% travel - local within 100-mile radius) 

Adheres to uniform/dress code as required by the company        

Ability to lift up to 40 pounds and ability to climb stairs