PSG Field Implementation Specialist

Position Summary

The PSG Field Implementation Specialist is responsible for consistently delivering regulatory compliant, high-quality product installation, set-up, technical configurations and customer training, for their assigned customer product deployments primarily within the assigned geographical territory. Specifically, this role is responsible for working within Cadwell’s Technical Installation team, to ensure that all Cadwell supplied products (both software and hardware) are unpacked, assembled, interconnected, deployed, pre-configured, tested, and ready for use. Currently, this role is also responsible for training their customers in the usage of the installed hardware and software. Customer Satisfaction scores, post ‘go-live’ call volumes, and sustainable fiscal metrics are key success indicators in this role.

Key Responsibilities

• Understand the changes in upcoming releases of Cadwell software and ensure you are prepared to work with those releases.
• Work with Cadwell’s Manager, Technical Implementation to develop strategies that constantly improve customer ‘go-live’ experiences, and Installation Team efficiency.
• Use Technical Installation Team’s Key Performance Indicators (KPI’s) to constantly reappraise personal performance.
• Work within the Technical Installation Team to deliver all Technical Installation elements in each assigned product deployment. Typical requirements being to:
  • Work with Customer Implementation Team colleagues to ensure appropriate Technical Installation expectations established during the sales process.
  • Verify that all appropriate Technical Installation deliverables, and timelines, are documented in a detailed Scope of Work to be signed by both parties prior to the point-of-sale and upon successful fulfillment.
  • Coordinate with Customer Implementation Team colleagues to create an Implementation Plan fulfilling all Technical Installation requirements for each ‘go-live’.
  • Fulfill all Technical Installation deliverables in each ‘go-live’ plan including onsite installation.
  • Currently, provides customer training when an Implementation does not include a dedicated training resource.
  • Document and escalate any technical installation issues to the Manager, Implementation Planning, as necessary.
  • Preclude subsequent escalations by recommending appropriate updates to Implementation Team Procedures and Product Installation instructions.
• Assist with the specification of Technical Installation requirements for product enhancements and new product designs.
• Escalate any issues of concern to Manager, Technical Installation in a timely manner.
• Participate in all Technical Implementation Team Meetings, collaborating with colleagues to maximize team efficiency.
• Provide assistance with clinical configuration and training when appropriate.
• Other duties as assigned.

Job Knowledge / Requirements

• Exemplary listening, communication and collaboration skills, with an established ability to work cross-functionally.
• Excellent problem-solving and decision-making skills, with a focus on customer satisfaction and efficiency.
• Expertise in technical installations, troubleshooting, root-cause identification, corrective and preventive process improvement.

Education / Experience

• Combination of 4+ years of related experience