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.

Purpose

The purpose of the Field Service Support Technician role is to perform the best customer service experience for the in-home installation, service of, 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!

This position will support the general area surrounding New York City – the vast majority being in Brooklyn and Queens, so if you live in either borough then this will be an ideal location for you. The schedule is M-F, 9am - 5:30pm. You must have your own reliable vehicle as we do not offer company vehicles at this time. We do provide mileage, tolls and parking meter reimbursements for work related travel.

Job Duties and Responsibilities

• 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 world class customer service
• 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
• Provides management with feedback and ideas for continuous improvement
• Occasional evening and or weekend appointments required for emergency service work orders
• This is not a high-tech installation job

Skills and Qualifications

• High School Diploma or GED
• Ability to operate basic machinery (fax machine, PC) dexterity to install hardware
• Gentle, 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 AND reliable transportation to travel - mileage reimbursement is provided
• Adheres to uniform/dress code as required by the company
• Ability to lift, up to 40 pounds and ability to climb stairs

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.