Overview
The Tech Development Lead manages all technical and logistical aspects of My Tech, Elements Ultimate Living Assistance device deployment, inventory, and maintenance. This role ensures timely installations, maintains hardware readiness, and serves as the primary technical resource for deployments and escalated support needs.
Responsibilities
- Manage My Tech hardware inventory, logistics, and deployment planning
- Work independently and efficiently in external environments, including member homes, provider locations, and other care settings, while also collaborating effectively with internal and external team members.
- Coordinate scheduling, logistics, and customer in-home support for new installations, software updates, and hardware or software break/fix activities with providers, internal staff, vendors, and care teams.
- Serve as lead installer and technical backup as needed
- Ensure devices are configured according to each member’s Person‑Centered Plan
- Oversee device maintenance, troubleshooting, and replacement
- Collaborate with Remote Support Specialists to ensure device workflows align with care plans
- Ensure inventory and supplies are available as needed for installations and ongoing support activities.
- Support transition planning and delivery in the most effective manner with a focus on optimal quality outcomes.
- Write instructional documentation and contribute to maintaining a relevant knowledge base, conveying technical ideas in language non-technical users can understand.
- Engage members in the transition and support process using reflective listening, motivational interviewing, empathy, and relationship-building to help drive a positive customer experience.
- Complete documentation, including letters, emails, database records, calls, referrals, visits, appointments, and other required records, ensuring timeliness, thoroughness, accuracy, and relevancy.
- Provide technical training and guidance to Installation Technicians
- Support EHR/platform integration troubleshooting in collaboration with vendors and internal teams
- Represent Element professionally in member homes, provider practices, and community settings while providing client-centered service focused on safety, independence, and quality outcomes.
- Perform all other work-related duties as assigned.
Required Qualifications
- Associate’s or Bachelor’s degree in IT, engineering, health technology, or related field preferred
- Experience with hardware deployment, technical support, or field technology services
- Strong understanding of client‑centered technology solutions
- Experience working directly with healthcare providers and/or community‑based settings preferred
- Experience working with members in the community
- A high level of diplomacy and discretion is required to effectively negotiate and resolve issues with minimal assistance. Problem solving, negotiation, arbitration, and conflict resolution skills are essential to balance the needs both internal and external customers. Must be highly skilled at shifting between macro and micro level planning, maintaining both the big picture and seeing that the details are covered
- This position requires a dynamic, proactive approach to intervening, monitoring, and collaborating to ensure individuals are well supported and successful in use of technology to remain in the community.
- Demonstrated proficiency in Microsoft products (such as Word, Excel, Outlook, PowerPoint, etc.), Internet connectivity, technology troubleshooting, teamwork, scheduling, and ticket system operations is required.
- Demonstrated ability to translate technology requirements into understandable language to support non-technical understanding of needs, issues, and resolution requirements.
Key Competencies
- Technical problem‑solving
- Project coordination
- Attention to detail and documentation
- Ability to communicate technical information to non‑technical users
Pay: From $60,000.00 per year
Experience:
- Field Installation: 3 years (Preferred)
Ability to Commute:
- Concord, NC 28025 (Preferred)
Willingness to travel:
Work Location: In person
