Field Services Specialist - WOW Cart Services

Ascension•Remote,

6d•$79,512 - $110,835•Remote

About The Position

This role is responsible for the end-to-end lifecycle management of the enterprise Workstation-on-Wheels (WOW) fleet, including intake, procurement, deployment, and decommissioning. The specialist will ensure accurate hardware asset management (HAM) records across multiple sites. They will also coordinate with OEM cart vendors and Field Services to resolve hardware failures, technical escalations, and ensure Service Level Agreement (SLA) performance in assigned healthcare regions. Additionally, the role involves conducting data-driven analysis for repair vs. replacement decisions, evaluating warranty claims, authorizing repairs, and managing parts logistics to minimize Mean Time To Repair (MTTR) and optimize lifecycle Return on Investment (ROI). The specialist will track and manage high-volume hardware incident/request queues, route service tickets, and analyze failure trends, defects, vendor KPIs, and repair expenditures to optimize reporting and refine national field-service support workflows.

Requirements

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.
Advanced proficiency in data-driven asset management, including tracking warranty lifecycle metrics, parts inventory forecasting, and cost-benefit analysis for enterprise hardware fleets.
Proven track record of operating within strict healthcare data privacy and regulatory compliance environments, maintaining seamless continuity for mission-critical clinical workstations.
Demonstrated hands-on experience orchestrating cross-functional logistics with procurement, finance, and enterprise supply chain teams to streamline hardware acquisition and vendor SLA enforcement.

Responsibilities

Manage enterprise Workstation-on-Wheels (WOW) fleet lifecycle—from intake, procurement, and deployment to decommissioning—ensuring precise hardware asset management (HAM) record accuracy across multi-site markets.
Coordinate OEM cart vendors and HCL Field Services to drive resolution on complex hardware failures, technical escalations, and SLA performance across assigned healthcare regions.
Conduct data-driven repair-versus-replacement analysis, evaluate OEM warranty claims, authorize repair quotes, and manage parts logistics to minimize mean time to repair (MTTR) and optimize lifecycle ROI.
Track and manage high-volume hardware incident/request queues, routing service tickets through resolution while insulating clinical and nursing leadership from operational coordination friction.
Analyze failure trends, recurring hardware defects, vendor KPIs, and repair expenditure data to optimize operational reporting and refine national field-service support workflows.