Remote Product Implementation Technician

We are an employee-owned, medical software company, located in Elgin, IL (a northwest suburb of Chicago). Since 1997, we have been dedicated to providing a successful perinatal software solution to our customers. We understand that no two customers are alike - that each relationship needs to be fostered through collaboration. Throughout the entire project and beyond, we will work to identify customers' needs based on their goals and initiatives.

The RPI Technician is responsible for the execution of day-to-day operations of the Remote Product Implementation department. Provides quality installations, upgrades and system deployments as directed by management. The RPI Technician must effectively prioritize and balance their workload. Must be able to proactively interact with other departments to identify and resolve customer focused issues.

• Perform remote installation of CCSI's products per current specifications
• Communicate status to the RPI amanager, Project Management and appropriate internal departments
• Clearly communicate with the customer regarding needs and configuaration
• Gather and analyze information skillfully and relate information from various sources to assess and solve system issues
• Assist in development of processes and the supporting documentation including, but not limited to policies, procedures and workflows
• Participate in review and edits of documentation including, but not limited to manuals, traning material, policies, procedures and workflows
• Monitor, track and document the results of the processes
• Assist in identifying application developments/enhancements where needed
• Demonstrate an understanding of application software technology, development methods and tools and their potential applicability to CCSI software products Manage difficult or emotional customer situations. Respond promptly to customers' questions or concerns
• Travel to customer sites to support onsite project implementation teams on an as needed basis

• Must be capable of hearing audible alarms emitted by the OBIX system
• Associate's degree in a technical field or equivalent
• Required experience is 4-6 years
• MCP or MCTS certification a must
• A+ certification is a must
• Network certification is a must
• Knowledgeable in networking practices and tools, network topology and system architecture
• Must successfully complete training and certification for proprietary applications

Competencies

• Customer Service - Able to manage difficult or emotional customer situations, respond promptly to customer needs and solicit customer feedback to improve service.
• Technical Skills - Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Strong working knowledge of Microsoft Desktop Operating Systems. Working knowledge of Microsoft Server Operating Systems. Knowledgeable with Microsoft SQL Server. Hardware experience with servers and workstations. Experience supporting enterprise network infrastructure, Microsoft Active Directory, TCP/IP, DNS, DHCP, WINS configuring and maintaining anti-virus software, Windows Updates, IIS, Terminal Services. Familiar with HL7.
• Interpersonal Skills - Good verbal and written communication skills. Must be able to write routine reports and correspondence. Must be able to communicate effectively with customers and co-workers.
• Organizational Support - Able and willing to follow policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values, supports affirmative action and respects diversity. Must maintain a professional demeanor under pressure and treat others with respect and consideration regardless of their status or position.
• Dependability - Ensures work responsibilities are covered when absent. Arrives to work on time. Arrives at meetings and appointments on time. Follows instructions, responds to management direction; takes responsibility for actions. Completes tasks on time or notifies appropriate person with an alternate plan. Ability and willingness to travel. Traveling expenses reimbursed by the company.