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Connected Solutions Technician

Company: Hill-Rom
Location: Troy
Posted on: May 3, 2021

Job Description:

JOB SUMMARY: The Connected Solutions Technician (CST) supports advanced and/or complex service calls for a Service territory and is directly responsible for supporting and servicing Hillrom's high level portfolio across business units (GSS, PSS, FLC). The CST will lead and conduct training on the entire Hillrom portfolio of products and services at the service center, territory, and area level. Additionally, the CST will collaborate with others to troubleshoot and resolve wireless connected network device issues as they arise as well as participate in product and system deliveries and installation projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Extensive travel 75% - overnight/days/weeks at a time.

  • Perform advanced field troubleshooting and repairs
  • Service electronic, hydraulic, and pneumatic equipment beyond the service manual

  • Repair network-related failures
  • Maintain computer and network equipment in a safe and functional condition post install (e.g. computers, peripherals, network equipment, configuration files, etc.)

  • Access systems and servers related to client and company networks
  • Ensure availability of services to authorized users, including certifications, post install

  • Maintain computer and network equipment in a safe and functional condition post install (e.g. computers, peripherals, network equipment, configuration files, etc.)
  • Perform initial and ongoing services on advanced products
  • Plan, schedule, and conduct services and preventive maintenance for all customers including those with no remote access

  • Perform complex in-field depot level repairs
  • Repair internal mechanical and electrical equipment components within equipment encasements

  • Utilize OEM service manuals
  • Conduct advanced field-based troubleshooting, root cause analysis, and repairs while working independently

  • Assess products, prepare estimates, perform cleaning and maintenance, complete service contract activities, perform preventive maintenance and between patient inspections
  • Mentor and train field service technicians and other CSTs as the subject matter expert on the overall duties and responsibilities


  • Associate degree from a two-year college or technical school
  • Applicable technical or trade school training preferred
  • 5 years working with medical devices in a hands-on environment required
  • SME on multiple platforms within the Hillrom portfolio preferred
  • CompTIA Network , MCSE or MCSA, & Security certification preferred
  • Experience troubleshooting on POE Switches, Servers and Hillrom Care Communications applications preferred
  • Experience working with FDA regulated products preferred
  • Previous driving/delivery experience preferred


  • Adapts to new technologies and is comfortable with the Microsoft Office Suite of products
  • Ability to obtain and maintain a DOT physical card required
  • Ability to work independently, manage time effectively and resolve conflict
  • Advanced user capabilities on various electronic devices (i.e. PC, smart phone, tablet, etc.), the Internet and other applications to obtain and enter information
  • Excellent written and verbal communication skills
  • Familiarity with advanced diagnostic and testing equipment
  • Basic mathematical skills related to calculating/analyzing weights and measures, volume, distance, etc.
  • Basic understanding of Microsoft Windows platforms, SQL, IIS server and associated networked systems
  • Basic knowledge of common network protocols / architecture (TCP/IP, IP routing, the OSI model, VLAN)
  • Valid driver's license and driving record that meets company and state requirement


NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function and the applicant is unable to perform such function with or without reasonable accommodation.

  • Ability to perform constant sitting for up to 4 hours in combination with high levels of vibration while driving a company vehicle
  • Ability to lift and carry up to 65 pounds using appropriate processes, including proper safety and ergonomic procedures
  • Adherence to appropriate PPE and safety gear requirements as necessary in working environment
  • Overnight travel will be required, often with little notice

Keywords: Hill-Rom, Troy , Connected Solutions Technician, Other , Troy, Michigan

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