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AirStrip

Mobile healthcare technology for caregivers to collaborate and care for their patients.

Installation Engineer
San Antonio, TX, US
Job Description / Skills Required

AirStrip makes transformational and lasting improvements in worldwide healthcare delivery by creating innovative technology for caregivers to collaborate and care for their patients.
AirStrip cares about those who care for you. We believe health can be improved by providing the right information at the right time. We work tirelessly to ensure that healthcare providers have the insights they need to care for you whether you are sick or well – regardless of where you are and where they are. We believe that what we do allows society to make bold leaps in improving the way healthcare is accessed and delivered worldwide. AirStrip provides a complete, vendor and data source-agnostic, enterprise-wide mobile interoperability platform that advances care collaboration and serves as a catalyst for health system innovation. Backed by blue-chip investors, including Sequoia Capital and Wellcome Trust, AirStrip is empowering leading health systems globally as the industry evolves at a rapid pace.

AirStrip is seeking an Installation Engineer in the San Antonio, Texas office who would be responsible for completing tasks associated with the software installation of the AirStrip products.
This position will test functionality and operational efficiency of assigned systems and solutions. He/She will serve as Tier 2 support for server related items. This position interacts with the teams throughout multiple project phases. The role of Installation Engineer is charged with ensuring the services that he/she provides contribute to the successful accomplishment of the primary mission of the company. The Installation Engineer supports the project management activities required of project schedules, plans and timelines. The Installation Engineer applies defined skills in accordance with AirStrip Technologies values and goals to assure the efficient, effective and consistent delivery of high quality services. The Installation Engineer reports directly to the Development Operations Manager or as assigned.

Essential duties and responsibilities include:
•Engage and ensure effective communication with internal AirStrip teams, partner companies, new/existing customers, and third party system vendors
•Provide customer support and technical issue resolution as it applies to the installation of AirStrip server software and device validation
•For new installation opportunities, support the Client Operations team, as needed, as a technical resource related to site analysis and project meetings
•Complete required installation and validation checklists and documentation for new installations and upgrades
•Develop work goals and department projects as requested
•Provide Tier 2 support for installed client base for customer satisfaction and receiving customer feedback and enhancement requests - sustain a commitment to excellent customer service and ensure the full potential of the technology is achieved
•Because of the 24x7 nature of healthcare, occasional after-hours installation or support work may be required
•Maintain customer server information in SalesForce
•Update SalesForce case records when engaged for Tier 2 support
•Review current infrastructure to ensure that company goals are being met
•Demonstrate strong communication and human relationship skills
•Make recommendations for improvements in processes
•Identify issues, concerns and communicate them to leadership - develop options and recommendations to resolve operational problems and questions and minimize impact on end-user productivity and overall impact to the organization
•Demonstrate willingness and ability to take on a leadership role and act as technical escalation point for other Installation Engineers and other teams on installation issues
•Perform all other duties as assigned
•San Antonio location strongly preferred to facilitate team communications

Minimum Qualifications:
•Minimum of 4 years technical customer service experience or related experience
•Minimum of 2 years of hospital technical/server support experience or related Healthcare Information Technology experience
•Familiarity with the purpose and function of the various information systems present in a hospital
•Familiarity with the purpose and function of the various patient monitoring systems present in a hospital
•Familiarity with the purpose and function of an inpatient and/or outpatient EMR
•Strong ability in problem solving and troubleshooting with a firm commitment to quality
•Dedication to team environment including cross-functional roles
•Strong knowledge of Windows Server environments
•Experience establishing, testing and troubleshooting network connectivity including measuring network performance
•Excellent working knowledge of application support, troubleshooting, development tools and methodologies
•Proven history of self-motivation and ability to work independently
•Demonstrated willingness and ability to receive and share knowledge with peers
•Ability to reconcile customer’s goals, work methods, and policies with those of AirStrip
•Ability to acquire trust and respect of others as an effective escalation point for installation issues
•Ability to maintain complete and accurate records of installation activities and customer site specifications
•Excellent, punctual and precise written and oral communications

Strongly Preferred Experience:
•Working knowledge of the HL7 messaging standard and HL7 interfaces
•Working knowledge of DICOM interfaces
•Interacting with healthcare IT vendors and hospital IT staff on technical issues
•Experience leading, managing, or being an escalated resource for other technical staff

Travel Requirement:
Position requires 10%-25% travel with some overnights

Education/Certification Requirements:
•Bachelor’s degree from a four-year college or university program in a technology or technical field

Benefits:
In return for your hard work and dedication, we offer a competitive salary and an extensive benefits package including medical, dental, vision, paid time off and a retirement plan. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

To Apply:
To respond to this opportunity, please send a current resume