Manager, Hardware Support

Helping Save More Lives

That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission.

RQI Partners is a partnership between the American Heart Association and Laerdal Medical. 

We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.

Helping Save More Lives. — Our Mission, Our Business.

RQIP Benefits Include:

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance

Position Overview

Leads Hardware team in daily activities to provide excellent service to customers. Responsible for supervising the team, managing operational logistics, and fostering collaboration across departments to achieve customer success. 

Position Holder is Accountable For  

• Manage team travel schedules and logistics, project assignments, and budget oversight.
• Handle customer escalations related to hardware issues, ensuring timely resolution and customer satisfaction.
• Provide prompt and efficient technical support to RQIP customers regarding all hardware and software-related inquiries. This includes addressing hardware malfunctions, network issues, software bugs, system errors, and other technical issues. 
• Create and manage service tickets for all customer interactions, through to closure, ensuring visibility to case status and outcomes. Document troubleshooting steps, resolutions, and any relevant information to facilitate knowledge sharing and improve future support processes. 
• Utilize expertise and knowledge of RQIP equipment and software to identify and resolve hardware-related problems. Conduct thorough troubleshooting and diagnostics to determine the root cause of issues and implement appropriate solutions. 
• Ability to perform hardware repairs and maintenance tasks as required. This includes replacing faulty components, upgrading hardware, and ensuring that all equipment is functioning optimally. 
• Provide basic setup, troubleshooting and preventative maintenance training.
• Effectively communicate back to customer or internal contact so that solution and root cause are fully understood.  
• Collaborate with RQIP Distribution Center and other teams to identify hardware trends and escalate appropriately. 
• Ensure return of equipment involved in service requests, by executing prompt customer follow up.  

Required Skills and Competencies 

• Associate’s degree in Information Technology or related field, equivalent combination of required education and practical experience will be considered for otherwise …