Field Customer Associate

Role Overview:

The Field Clinical Coordinator plays a key role in supporting healthcare professionals,primarily nurses, to ensure the effective utilization of clinical systems and devices. This position involves facilitating seamless device installations, guiding staff on proper usage and best practices, and providing on-site support for technical troubleshooting and operational issues

Deliver hands-on training to nurses and caregivers on device operation, maintenance, and interpretation of readings Provide on-site and remote support to address common device and system issues

Ensure compliance with facility protocols and company guidelines during device use

Coordinate and facilitate telehealth assessments in collaboration with Nurse Practitioners (NPs)

Support nursing teams in performing basic patient reviews for stable patients

Maintain strong clinical understanding, communication, and bedside interaction skills

Respond promptly to service requests to resolve device malfunctions or connectivity issues

Diagnose and address minor hardware or software problems, escalating complex cases to the technical support team

Replace or maintain faulty devices to ensure uninterrupted clinical operations

Ensure all necessary firmware updates are applied to keep devices performing optimally

Coordination with the Installation Team to deploy RPM devices (e.g., sensors, monitors, software systems, etc) at healthcare facilities

Ensuring proper device calibration, pairing, and network connectivity

Performing initial setup tests to verify full functionality before leaving the site

Compliance with HIPAA regulations and company policies to ensure patient dataprivacy.

Adherence to safety protocols when handling medical-grade electronic devices.

Verification that devices meet hospital infection control standards before and after installation.

Maintenance of relevant certifications (e.g., CNA, Paramedic, MA) as required for compliance and safety.

Log all installation, troubleshooting, and repair activities in the system.

Timely reporting of recurring issues to engineering or product teams for improvement.

Maintenance of detailed service logs, customer interaction records, and resolution statuses.

Maintain an inventory of devices, replacement devices, and peripherals.

Track device deployment, retrievals, and replacements in the system.

Ensure proper storage and transportation of devices to prevent damage.

Coordination with clinical, install and technical support, engineering, product and logistics teams to ensure seamless service execution.

Providing actionable feedback to product development teams based on field observations.

Relaying customer complaints and suggestions to higher management for resolution and process improvement.

Certifications such as CNA, Paramedic, or Medical Assistant (MA) – At least 1 is required.

Valid driver’s license and willingness to travel frequently.

Minimum 2–3 years’ experience in clinical coordination, medical device

installation, or healthcare technology support.

Experience working in healthcare environments, preferably skilled nursing facilities.

This role requires frequent travel within assigned regions.

Strong clinical knowledge and familiarity with healthcare workflows and medical devices.

Excellent communication and interpersonal skills.

Ability to train and guide clinical staff effectively.

Strong troubleshooting and technical problem-solving skills.

Attention to detail and ability to maintain accurate records.

Ability to work independently in the field while managing multiple priorities.