Client Solution Center Mobility Specialist - Medxcel

Medxcel is here to lead the transformation of healthcare facilities management by incorporating a new approach to providing services. Created by healthcare, for healthcare, we have a dedicated focus on our people and customers, as well as providing tools, processes, support resources, data analytics and insource strategies that drive results.

The Client Solution Center (CSC) Mobility Specialist II provides exceptional service by managing mobile device procurement, shipping, and configuration, with a particular focus on Apple IOS support. The role will also be responsible for MacBook support across the enterprise.  Additionally, this role will contribute to building out the ITSM Service Catalog and service descriptions.  The role will spend time interfacing with internal customers, business unit leaders and associates, and technicians to triage and troubleshoot business application issues.  The CSC Mobility Specialist II assists the Supervisor with daily operation of the department by providing guidance and support to CSC Specialists. This person is exposed to multiple levels of leadership within Medxcel and, as such, the CSC Specialist II must professionally represent Medxcel in all interactions by demonstrating a commitment to the Medxcel vision, mission, and core values.

This position will be located at Medxcel Central Office- Indianapolis, IN. 

Mobile Device Management & Support (45%)

• Oversee the procurement, shipping, configuartion, and recycling of mobile devices, including smarphones and tablets. 
• Manage Inventory and ensure timely delivery of devices to employees. 
• Develop and manage the return process for devices back to seed stock or recycling.
• Manage line activations, SIM Cards, and all cellular carrier transcations using carrier portals and appropriate carrier contacts.   
• Help to manage configuartion and deployment of Apple MacBooks, ensuring they meet user requirements. 
• Bill and Line Management: 

                  -Conduct data analysis using internal and carrier reports to ensure accuracy of line and device inventory.

                  -Review line usage and regularly identify line that should be cancelled.

                  -Stay informed of carrier plans and pricing to ensure Medxcel consumes the best plans and features to meet the business’s needs.

• Provide comprehensive support for Apple MacBooks, including troubleshooting hardware and software issues.
• Assist employees with setup, configuration, and usage of mobile devices.
• Contribute to configuration and management of the Mobile Device Management (MDM) systems to ensure secure access to company networks and data.
• Develop and deliver training sessions for employees on the use of mobile devices and related software.
• Create and maintain documentation for device setup, configuration, and troubleshooting.

IT Service Management Functions (15%)

• Collaborate with IT teams to develop and maintain the ITSM Service Catalog.
• Create and update service descriptions to ensure clarity and consistency.
• Work with stakeholders to identify and document new services and improvements.
  
  

Handle Internal Customer Interactions (30%)

• Handle incoming calls and emails in a timely, professional and courteous manner.
• Obtain all necessary information and input in the appropriate system.
• Use telephony system to manage call interactions and respond to emails.
• Utilize resources to provide accurate information to customers needing support in various business applications.
• Utilize, develop and maintain Medxcel’s service catalog, ticketing system, and  knowledge base.
• Adapt to process changes by staying current with all new training materials.
• Document and escalate customer concerns.
• Demonstrate ownership and perform necessary follow-up activities.
• Demonstrate proficiency in handling interactions for all types of applications.

• Handle incoming calls and emails in a timely, professional and courteous manner.
• Demonstrate proficiency in handling interactions, questions and concerns from all internal customers.
• Escalate application requests that are not resolvable to appropriate partner, (CMMS Team, Data Management, Information Services, HRIS, Marketing, Finance, etc.).
  
  

CSC Team Leadership (10%)

• Provide direction and support to CSC Specialists regarding daily tasks.
• Serves as the Subject Matter Expert (SME) regarding CSC processes and knowledge regarding business application support.
• Assists with the development and continuous improvement of internal CSC processes.
• Assist with onboarding and training for new CSC hires.
• Interface with CSC Consultants in the field and coordinate appropriate support as needed.
• Handle ad hoc requests for data, reporting needs, and process documentation.
• Initiate ongoing training for staff development and knowledge.
• Additional duties to be determined based on departmental and organizational needs.

Education:

• Bachelor’s Degree preferred or equivalent work experience- required. 

License/Certification:   

• ITIL Foundations or higher certification- preferred. 

Experience:

• Must have at least 3 years of experience in customer service preferably in a help desk role -required. 
• Must have troubleshooting and problem-solving skills with business applications -required.             
• Previous experience leading and supporting functional teams -preferred. 
• Previous experience developing and managing processes -preferred. 

Knowledge, Skills and Abilities:

• Must have strong written and verbal communication skills.
• Must have strong business acumen to know when to escalate issues.
• Must have strong customer service skills and composure during stressful situations.
• Must demonstrate composure during system or process failures.
• Must have peer coaching experience.
• Must have working knowledge of Microsoft Word, Outlook and Excel.
• Proven experience in mobile device management and technical support, particularly with Apple MacBooks.
• Strong understanding of ITSM frameworks and experience in building service catalogs.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.

#MFMCORP