Technology and Equipment Coordinator

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.

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