Implementation Technician — NicView

Implementation Technician — NicView

Newborn Care (NBC) — North America

Role

Implementation Technician — NicView (Newborn Care), North America

Location

Remote within North America (U.S. & Canada), home-based near a major airport

Reports to

Customer Success Manager, Newborn Care (Ashley Camp)

Direct reports

0

Scope

NicView installations, on-site training, and remediation across the NA install base

Travel

Frequent — up to 70–80% during install periods, with occasional extended stays

Role summary

The Implementation Technician installs, stabilises, and trains customers on NicView across North America. This is a hands-on, on-site role reporting to the NBC Customer Success Manager. The person in this seat is the field extension of the Customer Success function — the person who shows up at the hospital, gets NicView installed correctly, walks the clinical and biomed teams through it, and leaves the site working.

The role blends three simple things:

Field installation — physical install, configuration, validation, and go-live on customer sites.

Hospital IT competence — enough networking knowledge to work with hospital IT teams and get NicView connected reliably.

Customer training and follow-through — showing clinical and biomed staff how to use it, documenting the install cleanly, and closing the loop with the Customer Success Manager.

Core responsibilities

1) NicView installation delivery

Complete NicView installations on customer sites: site readiness checks, physical installation, configuration, validation, and go-live.

Coordinate install logistics with the Customer Success Manager and hospital contacts — scheduling, parts, pre-configuration, and readiness.

Confirm customer acceptance at handover: performance verified, connectivity confirmed, documentation complete, clinical team briefed.

2) Hospital IT and network setup

Work with hospital IT and biomed teams to get NicView cameras and streaming pathways connected reliably.

Handle the practical networking work: wired vs Wi-Fi setup, IP configuration (DHCP/DNS), VLAN and firewall/port coordination, and basic connectivity troubleshooting.

Escalate what needs escalating — to Evan Colwell (Product Support Specialist – IT), NBC Technical Support, or Engineering — instead of guessing.

3) Customer training and on-site support

Train NICU nurses, biomed, and IT contacts on NicView use, basic troubleshooting, and how to raise a case.

Provide on-site support during the first days after go-live to build confidence and smooth adoption.

Communicate clearly and honestly with the customer throughout — no surprises, no silence.

4) Remediation and site visits

Handle NicView issues that need a person on site — connectivity problems, hardware faults, streaming issues that can't be closed remotely.

Follow the diagnostic before defaulting to a swap-out — reduce unnecessary replacements and disruption.

Complete scheduled site checks and preventive visits at the direction of the Customer Success Manager.

5) Documentation and case discipline

Document every install, visit, incident, and corrective action in Salesforce Service Cloud to a clean, auditable standard.

Keep site records up to date — as-built configuration, hospital IT contacts, and known site quirks — so the next visit starts informed.

Flag recurring issues and site friction back to the Customer Success Manager for follow-up with Product, Engineering, or Quality.

Required qualifications

2–4 years in field service, installation, IT deployment, or technical support for network-connected equipment (medical devices or hospital environments a plus but not required).

Working knowledge of hospital or business networking: IP addressing, DHCP/DNS, VLANs, firewall/ports, wired vs Wi-Fi — enough to hold a competent conversation with hospital IT.

Hands-on comfort installing and configuring networked hardware and software in real customer environments.

Ability to train non-technical users clearly and patiently.

Reliable, honest, and professional in front of customers — calm under pressure.

Comfortable using Salesforce (or a similar case/CRM system) and Microsoft 365 (Teams, SharePoint, Outlook).

Willing and able to travel frequently across North America and work on-site in clinical environments.

Education: Technical diploma, associate degree, or equivalent hands-on experience in IT / Networking, Biomedical, Electronics, or a related field.

Preferred qualifications

Experience with cameras, video-over-IP, or streaming systems.

Prior experience in hospital or clinical environments (especially NICU).

CompTIA Network+ or equivalent networking certification.

Familiarity with HIPAA-aware IT environments.