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About the Role
The Real-Time Location Systems (RTLS) Service Technician - HID Technologies is responsible for installing, commissioning, and servicing multiple RTLS healthcare technologies. This role involves processing customer orders, training customers on solutions, and ensuring reliable, well-maintained equipment by keeping the RTLS infrastructure healthy across five customer sites.
Responsibilities
- Install, service, troubleshoot, repair, maintain, and inspect RTLS, Asset, Hand Hygiene, and Environmental solutions for HID healthcare customers.
- Troubleshoot existing installations and utilize as-built drawings and documentation to correct deficiencies and repair systems without supervision.
- Provide onsite validation and testing of RTLS systems.
- Maintain inventory to support service needs.
- Monitor reports and schedules.
- Perform maintenance and repairs to ensure operational readiness.
- Travel locally between customer sites, ensuring arrival within a maximum two-hour turnaround time.
- Respond to support tickets in accordance with SLA requirements, including a maximum 30-minute response time, and reassign tickets when outside of scope.
- Collaborate with the onsite Customer Success Manager to ensure service excellence and a high level of customer responsiveness.
- Lead continuous process improvement initiatives to enhance RTLS installation, maintenance, and service delivery.
- Train customer leads on the proper use of solutions.
- Review customer stock levels, backlogs, and reports through daily customer interactions.
Requirements
- Vocational school or 2-year college degree preferred; High school diploma or GED equivalent.
- Minimum of two years’ experience supporting RTLS products and experience in customer services or related positions (in lieu of degree).
- Working knowledge of technical characteristics of healthcare RTLS, Asset Management, and Hand Hygiene.
- Customer-focused with a charismatic, strategic, and proactive approach.
- Ability to work independently, interdependently with other areas of the company, and as a solid team player.
- Understanding of asset management, preventative maintenance, and maintaining an asset solution.
- Understanding of user software and reporting tools.
- Ability to perform multiple tasks simultaneously, be organized, detail, and deadline oriented.
- Must be able to lift and carry up to 50 lbs. and occasionally ascend/descend ladders.
- Ability to effectively communicate in English, both verbally and in writing.
- Excellent responsive skills and ability to communicate at all levels, including C-Suite.
- Ability to adapt to change and learn new systems in challenging situations.
- Previous experience working in Healthcare or Healthcare IT is preferred.
- Proficient in MS Office Suite and Smartsheets is preferred.
- Applicants must be currently and legally authorized to reside and work in the hiring country.
- HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
- International relocation or remote work arrangements outside of the hiring country will not be considered.
Skills
- RTLS
- Asset Management
- Hand Hygiene
- Environmental Solutions
- Troubleshooting
- System Repair
- System Maintenance
- System Inspection
- Customer Service
- MS Office Suite
- Smartsheet
Location
- Atlanta, GA
Work Type
- Onsite
- Full-time
Experience Level
- Minimum of two years’ experience supporting RTLS products and experience in customer services or related positions
Education Level
- Vocational school or 2-year college degree preferred
- High school diploma or GED equivalent
Benefits
- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- Extensive career development opportunities and resources
About the Company
- HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.
- HID is a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.
- HID is part of the ASSA ABLOY Group, the global leader in access solutions, with 63,000 colleagues in over 70 different countries.
Equal Opportunity
- HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve.
- As an equal opportunity employer, we consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.
- Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.