Field Service Analyst - WOW Cart Services

• Location: Remote
• Department: Market Technology Field Services
• Schedule: Day Shift | Full-time

#LI-Remote

• 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 and communicate with 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 hardware incident/request queues, managing 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.

Education:

• 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.

Additional Preferences:

• 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.