What are the responsibilities and job description for the Technology and Equipment Coordinator position at Team Gleason Foundation?
Team Gleason, an innovative nonprofit dedicated to empowering individuals living with ALS, is seeking a passionate and resourceful Technology & Equipment Coordinator. In this role, you will help people with ALS access the technology and equipment needed to maintain independence, sustain purpose, and reduce caregiver burden. This position requires a strong communicator with exceptional customer service skills, capable of managing individualized requests, maintaining accurate records, and collaborating with team members to ensure timely support. If you’re organized, tech-savvy, and driven by meaningful work, we want you on our team.
Incoming Customer Service and Support
- Provide outstanding customer support by answering and processing incoming requests in a timely and helpful fashion, ranging from general inquiries to requests for specific equipment and services.
- Work with autonomy to establish a clear and comprehensive understanding of a customer’s needs, then either fully address needs or forward requests to appropriate team members, as necessary.
- Manage various channels for requesting assistance, including website, email, phone and monitor daily to ensure requests are being answered in a timely manner.
- Build positive and supportive relationships with customers by demonstrating empathy, patience, and a commitment to enhancing their quality of life.
- Collaborate with other team members to ensure a seamless and effective customer experience, maintaining open communication throughout the customer support process.
Programs and Technology Support
- Maintain comprehensive records using Team Gleason’s customer relationship and inventory management systems, ensuring appropriate values are being recorded and reported in order to ensure assistance is within budget.
- Support team members in routine follow-up and engagement of people living with ALS in need of assistance, including follow up-calls to gather data on product quality, outstanding and emerging needs, required troubleshooting, and testimonials.
- Coordinate with third-party vendors for repairs, replacements, and technical support, ensuring timely resolutions for equipment issues.
- Support team members, as requested, with shipping and receiving, including packing, shipping, unpacking, updating, and shelving items as they are received.
- Identify and resolve software, hardware, and operating-system issues to ensure functionality and minimize disruptions for users.
- Assist in evaluating new technology and equipment solutions that align with the needs of people living with ALS, providing recommendations for potential partnerships.
- Other responsibilities, as assigned.
Additional Responsibilities:
- Perform additional duties as assigned to support the team and organization’s mission.
- Collaborate with the Program Manager, Technology and Equipment Team Manager and other team members to develop and implement new initiatives that enhance customer support and technology access.
- Participate in team meetings and provide updates on technology and equipment activities, challenges, and achievements.
- Maintain a high level of knowledge about ALS, assistive technology, and related equipment to better support the needs of clients and team members.
Desired Skills and Competencies:
· Proficiency in identifying and resolving software, hardware, and operating system issues.
· Experience in tracking and logging assets and their distribution across a network.
· Ability to provide remote support for clients, troubleshooting technical issues effectively.
· Strong analytical and methodical skills for a disciplined approach to problem-solving.
· Exceptional communication and interpersonal skills, with the ability to engage empathetically with clients.
· Strong organizational and time management skills, with the ability to multitask and prioritize effectively.
· Proficiency in MS Office, database management, and customer relationship management software.
· Ability to work autonomously and as part of a collaborative team.
· Detail-oriented and highly organized, ensuring accurate records and data capture.
Qualifications:
· High school diploma or GED required; Associate or Bachelor's Degree in a related field preferred.
· At least 1-2 years of experience in customer service, technology support, or equipment management.
· Knowledge of inventory management and logistics is a plus.
· Experience working with assistive technology or in the healthcare/nonprofit sector is a plus.
· Ability to lift and move products and materials up to 65lbs.
****** In place of a formal cover letter, please share a brief paragraph about why you're interested in this role and how your experience aligns. ******
Salary : $42,000 - $45,000