Field Customer Associate

Overview:

Dozee is India’s No. 1 Remote Patient Monitoring Co.(RPM). It has a leading market share position in this category. Dozee is foraying into the US markets with a singular aim of addressing the burgeoning needs of healthcare driven by RPM and replicating its success in US markets. We are seeking individuals to help us in this very exciting journey. Candidates will be working with C-Suite clients and leverage RPM's innovation to tackle healthcare's biggest challenges - from staffing pressures to quality outcomes, to new care models.

Role Overview:

A Field Customer Support Associate for a Remote Patient Monitoring (RPM) company plays a crucial role in ensuring smooth device installation, troubleshooting technical issues, and assisting healthcare professionals (mainly nurses) in operating the system effectively.

Responsibilities

1. Device Installation & Setup

• Travel to healthcare facilities or patient homes to install RPM devices (e.g., sensors, monitors, software setups).
• Ensure proper device calibration and network connectivity.
• Conduct initial setup tests to verify functionality before leaving the site.

2. On-Site Troubleshooting & Technical Support

• Respond to service requests to fix malfunctioning or non-responsive devices.
• Diagnose and repair minor hardware/software issues or escalate complex problems.
• Maintain and replace defective devices as needed.
• Ensure all firmware and software updates are applied to devices.

3. Training & Assistance for Nurses & Care Teams

• Guide nurses and caregivers on how to operate, maintain, and interpret device readings.
• Provide quick troubleshooting tips to nursing staff for common device issues.
• Ensure facility compliance protocols and company guidelines during device usage.

4. Inventory & Maintenance Management

• 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.

5. Documentation & Reporting

• Log all installation, troubleshooting, and repair activities in the system.
• Report recurring issues to the engineering or product teams for improvements.
• Maintain service logs, customer interactions, and resolution statuses.

6. Compliance & Safety Adherence

• Follow HIPAA regulations and company policies to ensure patient data privacy.
• Adhere to safety protocols while handling medical-grade electronic devices.
• Ensure devices meet hospital infection control standards before and after installation.

7. Communication & Coordination

• Coordinate with customer support teams, engineers, and logistics teams for smooth service execution.
• Provide feedback to product development teams based on field observations.
• Relay customer complaints and suggestions to higher management.

Key Skills Required

• Technical troubleshooting & basic hardware installation
• Strong communication & customer service
• Familiarity with healthcare settings & medical devices
• Ability to lift and transport devices safely
• Basic knowledge of IoT & networking (preferred)

This role requires frequent travel within assigned regions and offers an hourly compensation structure.