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Product Support Expert
About the position
Under the direction of the Manager, Product Support, the Product Support Expert performs the technical, logistical, and administrative duties required to install and optimize Teladoc Health Patient Care Devices at customer healthcare locations and assist in providing basic device operation training to local staff as needed. This position will setup and assist in sales demonstrations for hospitals and health systems administrative teams. This position is high-level client facing position and will require good communication skills as it interfaces with program managers and hospital administrators. This position also requires software and hardware knowledge to ensure all initial installations of the full product is functional specific to the delivery timeline provided to clients. The Product Support Expert should possess and maintain a high level of industry standards and company specific business knowledge by remaining current with emerging product and technical updates. The Product Support Expert will play a key role in the achievement of team and department goals/OKRs.
Responsibilities
- Lead end-to-end installation and configuration of patient care devices across hospital systems
- Serve as the primary onsite and remote technical lead during implementations
- Execute deployment plans in partnership with Project Management and escalate risks or variances as needed
- Ensure all systems are fully functional, tested, and optimized prior to project closure
- Troubleshoot hardware, software, and network issues (including routers, firewalls, and wireless connectivity)
- Perform onsite and remote connectivity optimization within clinical environments
- Conduct repairs and component-level hardware replacements as needed
- Provide emergency support and rapid issue resolution when required
- Build strong relationships with hospital administrators, program managers, and clinical staff
- Deliver device training and basic troubleshooting guidance to physicians and site personnel
- Support and participate in product demonstrations for prospective customers and stakeholders
- Ensure a high-quality clinical session experience and proactively address issues
- Partner with logistics, technical support, and project management teams to ensure timely delivery and installation
- Coordinate pre- and post-installation activities, including issue resolution and escalation
- Provide feedback on product performance, implementation processes, and customer experience improvements
- Manage multiple concurrent implementations across a defined territory and occasionally nationwide
- Maintain accurate technical, clinical, and administrative documentation for all deployments
- Complete required documentation to support revenue recognition and go-live milestones
- Adhere to all company policies, procedures, and compliance standards
Requirements
- Bachelor’s degree with 3+ years of relevant experience, or Associate’s degree with 4+ years of experience, or High School Diploma/GED with 6+ years of equivalent professional experience
- Minimum of 3 years of hands-on experience supporting computer hardware, including component-level repair/replacement and operating system imaging
- Strong working knowledge of networking and wireless technologies (e.g., TCP/IP, Wi-Fi standards, routers, firewalls)
- At least 1 year of experience in technical installation, deployment, or field support environments
- Excellent communication and presentation skills, with the ability to effectively engage both technical and non-technical stakeholders
- Willingness and ability to travel up to 75% to the Dallas and Houston, TX area
Nice-to-haves
- Familiarity with remote monitoring and management tools (e.g., Kaseya or similar platforms)
- Prior experience working within healthcare environments or supporting clinical systems
- Understanding of healthcare compliance and data privacy standards, including HIPAA
Benefits
- performance bonus
- RSU’s
- Flexible Vacation Policy
- 80 hours of Paid Sick, Safe, and Caregiver Leave annually
